Associate Director Patient Experience Product Owner

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Marketing

Job Sub Function:

Strategic Marketing

Job Category:

Professional

All Job Posting Locations:

Titusville, New Jersey, United States of America

Job Description:

We are searching for the best talent for an Associate Director Patient Experience Product Owner to be in Titusville, NJ.

Johnson and Johnson Innovative Medicine is committed to raising the bar on patient and caregiver experience through our Patient Engagement and Customer Solutions (PECS) organization.  The PECS team is accountable for the creation of personalized, seamless, and supportive experiences for patients starting treatments across the Innovative Medicine portfolio.

The Associate Director, Patient Experience Product Owner on the Digital Product Solutions (DPS) team serves as the bridge between our commercial and technology team; translating business needs to technical requirements. This individual will collaboratively develop and execute on the product vision for digital connected experiences for patients, caregivers, and healthcare providers across the J&J IM portfolio. This includes having an enterprise mindset to build and deploy best-in-class digital, online personalized experiences for patients and providers while incorporating their voice into lifecycle management. The approach fully applies our capabilities in technology and supplier partnerships that reflect life-changing, evolving advanced therapies for patients and caregivers.

In this role, you will build and maintain strong working relationships with partners across PECS, technology, marketing, sales, procurement, healthcare compliance, privacy, and legal.
 

A Day in the Life

Every patient’s healthcare experience is unique – shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients and their caregivers, the decision to start or stop a treatment is overwhelming. J&J IM recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.

Day-to-day responsibilities:

Digital Product Management: 

Fulfill the associate director role within an agile development team by owning the management, enhancements, and continuous improvement of the Salesforce CRM.

Translate user needs across into features, user stories and acceptance criteria, bringing a data-driven approach to prioritize capabilities with the highest value realization to enhance patient and caregiver experiences.

Manage product features from inception through launch, which includes identifying new opportunities for innovation based on user feedback along with internal J&J data. 

Define a product release plan which identifies large broad themes while prioritizing activities within each theme based on business value.

Collaborate with key stakeholders to define requirements for new features; perform grooming activities at regular intervals; creation and iteration of design; scoping and refining for implementation; writing user stories; acceptance criteria testing; tracking progress against milestones/sprints/roadmaps.

Ownership of CRM Product Capabilities: 

• Own the product roadmap for products within the Salesforce CRM, ensuring alignment with Patient Engagement and Customer Solutions (PECS) strategy.

• Discover and identify customer unmet needs across users of the CRM, continuously evaluating the patient support and experience landscape both within the healthcare industry and beyond  

• Translate user needs across into features, user stories and acceptance criteria, bringing a data-driven approach to prioritize capabilities with the highest value realization to enhance patient and caregiver experiences.

• Serve as the primary liaison between business stakeholders and technical teams, ensuring platform capabilities meet evolving patient support needs.

Product Leadership & Ethics: 

Lead workstreams of product managers, designers developers etc., to both craft a vision aimed at improving patient’s experiences as well as associated product roadmap. 

Help develop team members to work within a product management agile framework driven by data insights from voice-of-customer feedback through direct engagement. 

Partner closely with technology partners to deliver solutions that enhance user engagement/experience while ensuring compliance with legal/regulatory standards as well as maintaining high ethical standards throughout development cycle. 

Model ethical Credo-based behavior when interacting with internal/external stakeholders.

User Experience & Operational Excellence:

Drive an analytic view of customer end surveys benchmarking competitive monitoring to advise on continued optimization of product performance/future enhancements 

Analyze how our users interact with what our users say about our products/features Use data analytics both qualitative quantitative insight into new product
 

About You

You are compassionate, empathetic, and insightful. You put yourself in the shoes of the patients you support and the providers who care for them. You have a user-first mentality and are passionate about delivering a world-class patient experience. You welcome challenges, are energized by a fluid environment, solution creatively and collaboratively, learn from mistakes, and enjoy working in a highly visible, highly accountable role! You desire to have a significant impact on the health and well-being of others.

Qualifications

• Bachelor’s degree Required (Technology, Business Marketing Operations or related fields)

• 8 years of experience in healthcare, pharmaceutical, or life sciences industries, with at least 5 years in CRM product ownership 

• Hands-on experience with Salesforce Life Sciences Cloud or Salesforce Health Cloud, including configuration and integration.

• Strong understanding of patient support programs, CRM workflows, and omnichannel engagement strategies.

• Background in agile methodologies and digital transformation initiatives.

• Experience working with partners within the following business organizations: customer service sales marketing payor/accounting operations supply chain analytics.

• Strong collaboration skills with expertise in bringing together cross-functional partners in matrixed organizations driving ideation influencing planned outcomes enabling flexibility in changing environments leading execution against key deliverables.

Preferred Experience:

- Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.

- Excellent communication skills, both written and verbal with the ability to interact across all organizational levels.

- Proactively communicates product status and project achievements.

- Very organized with strong attention to detail.

- Highly self-motivated with ability to lead and empower other team members.

- Extreme accountability. Eager to set ambitious goals and takes ownership for results.

- Proficiency with product management tools (Jira, Asana, Figma, Confluence, etc.)

- Experience implementing and deriving insights from digital analytics and a solid understanding of associated tools (Google Analytics, Google Tag Manager, etc.) as well as data visualization and dashboarding tools (PowerBI, Tableau, Looker, etc.)

- Proficiency with MS Office, specifically Excel and PowerPoint.

The anticipated base pay range for this position is $120,000 to $207,000.

#Li-Hybrid

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.

Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company’s long-term incentive program.

Employees are eligible for the following time off benefits:

• Vacation – up to 120 hours per calendar year

• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year

• Holiday pay, including Floating Holidays – up to 13 days per calendar year

• Work, Personal and Family Time - up to 40 hours per calendar year

For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center  ([email protected]) or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is :

$120,000 to $207,000

Additional Description for Pay Transparency: