Patient Experience Lead - Multiple Teams

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Strategy & Corporate Development

Job Sub Function:

Strategic Planning

Job Category:

People Leader

All Job Posting Locations:

Chiyoda, Tokyo, Japan

Job Description:

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

Best-in-class Patient Experiences are a critical enabler to achieving J&J’s ambitions and to ensuring the Quality Use of Medicines by patients who use our medicines.

As the Patient Experience Lead, you will be responsible for building an industry leading capability in patient experience across Japan, while working closely with the APAC Patient Experience team. Harnessing technology and leveraging deep insights to optimise the patient journey you will create experiences that improve patient outcomes. You will be responsible for elevating and enabling a Japan & regionally coordinated approach through change management principles, leveraging best practice, scale and cutting-edge technology.

In carrying out your role, you will demonstrate an unwavering commitment to customer centricity, compliance, quality, and patient safety. You will have the ability to deliver on current business requirements whilst future proofing our offerings through innovation.

Key Responsibilities

• Patient centricity – understand deep insights of the patient journey and create and champion compliant ways to bring patient insights and voices into the organization at key decision points  

• Business partnership – harness technology and real time insights to identify key leverage points across each therapeutic area to co-create programs or offerings aligned to business priorities

• Patient experience technologies – in collaboration with the APAC patient experience team shape the way we think about technology and the way we use in patient support operations across Japan, working closely with IT to ensure we have the right technology enablers to build a highly effective data driven culture

• Operational excellence – lead a diverse cross-functional team to deliver on aligned business projects ensuring compliance, quality, and patient safety requirements are met. Identify and leverage best practice across markets and create operational efficiencies across the Japan organization

• Thought leadership – bring external trends and insights around evolving technologies and how best to apply them in the J&J business context by recommending improved customer and patient engagement models

• Change leadership – lead the Japan organization through change and the ongoing evolution of patient experience approaches. Inspire people to buy into change and provide clear vision and direction for the future

• People leadership – lead a small team and work in partnership with the APAC patient experience team and Japan leaders to unlock innovative approaches and solutions. Drive collaboration with the team, across business units and functions to deliver on strategies. Empower team members to execute and champion their careers and development

Skills & Competencies

• Strategic thinking with ability to lead diverse cross-functional teams

• Strong interpersonal and communication skills  

• Expert collaboration and ability to lead transformational change in complex, matrix environments 

• Ability to deal with ambiguous and complex situations  

• Strong working knowledge of Credo, MA, HCBI and J&J policies

Desired Experience / Qualifications

• Qualification in medicine, pharmacy, life science, pharmaceutical or related degree 

• Minimum of 5 years’ experience in the pharmaceutical, healthcare or related business industry

• Experience in strategic marketing leading a cross-functional team

• Demonstrated ability to lead large scale projects 

• Understanding of health policy topics and regulations  

#LI-Hybrid

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Required Skills:

Preferred Skills:

Alliance Formation, Business Communications, Business Planning, Business Savvy, Data Reporting, Demand Planning, Developing Others, Financial Forecasting, Inclusive Leadership, Leadership, Operational Excellence, Operations Management, Performance Measurement, Problem Solving, Regulatory Environment, Strategic Analysis, Strategic Change, Strategic Thinking, Team Management