Associate Director, Patient Experience Omnichannel Marketing (Rare Disease, PH, PECS) at Johnson & Johnson in Titusville, NJ
At the Janssen Pharmaceutical Companies of Johnson & Johnson, what matters most is helping people live full and healthy lives. We focus on treating, curing, and preventing some of the most devastating and complex diseases of our time. And we pursue the most promising science, wherever it might be found. We are Janssen. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it. Janssen is committed to raising the bar on patient experience (Px), building a new center of excellence - the Patient Engagement and Customer Solutions (PECS) organization - that will create more personalized, seamless, and supportive experiences for patients starting treatments across the Janssen portfolio. The PECS Janssen Pulmonary Hypertension (PH) Associate Director, Patient Experience Omnichannel Marketing, is responsible for leading and executing patient omnichannel initiatives. This includes the creation and optimization of end-to-end patient support programs that help patients start and stay on Janssen PH therapies. In this role, the strategic objective is to create a fully integrated patient experience with shared data to build patient 360 profiles that will enable segmentation for advanced personalization AND to shape and deliver new digital patient portal capability. In this role, Associate Director must build and maintain strong working relationships with PH HCP & Patient Experience Marketing, PECS Patient Experience Excellence Design & Capabilities, PECS Solutions teams, JJ Technology, Commercial Excellence, Sales, Training, Procurement, Legal, Finance, Healthcare Compliance, and Privacy. The position is based in Titusville, NJ. 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 treatment is overwhelming. Janssen recognizes this and wants to create an experience that is personalized, helpful, and hopeful. Day-to-day responsibilities for the Associate Director, Patient Experience Omnichannel include:
Digitally Enabled & Integrated Px:
In partnership with JJ Technology & PECS Patient Experience Excellence Design & Capabilities, shape & deliver a new digital patient solutions capability AND an integrated omnichannel experience for patients and their caregivers driving them to their preferred channels while delivering new PX data infrastructure to enable personalized and predictive engagement. End-to-End PH PX Strategy & Design:
Develop and implement end-to-end PH Patient Omnichannel initiatives that enhance patient experience. Partner with PECS Patient Experience Excellence Design & Capabilities to shape infrastructure investments to realize long-term strategy for PH. Platform Development & Optimization:
Support patient journey goals to implement connected platforms and services to the Omnichannel infrastructure and act as key JJ Technology liaison. Personalization Strategy:
Lead the evolution of Janssen PH patient support to meet patients where they are and personalize the experience based on unique patient preferences and attributes Data Strategy:
Lead PH data integration initiatives, partnering with PECS data scientist team, to expand PH specific data sources to develop and drive forward personalization via automated marketing. Measurement:
Align business goals with advanced analytics outputs to help define success and optimization opportunities. Consult with PH Patient Experience Marketing strategy lead to define KBQs and work with data science and Commercial Excellence teams to develop E2E measurement plan. Presents omnichannel and patient portal dashboards (operational, impact, financial metrics) and strategic recommendations to PECS & PH Marketing leadership team and Px strategy leads. Operational Excellence:
Use patient analytics, PH patient journey, the voice of patient & caregiver, benchmarking, and compliance monitoring to inform continued optimization of omnichannel and portal program capabilities performance and to identify on-going operational enhancements leveraging agility learnings, training, technology, tools, staffing, and incentives Budgeting:
Build estimates for financial and people resourcing needs to support Px strategy; confirms funding with Px lead; Proactively monitors and manages to spend Culture:
Support a culture of learning, smart risk-taking, and experimentation within the team Diversity, Equity, and Inclusion:
Creates an inclusive and equitable environment in support of the company's commitment to equal employment opportunity and the value of a diverse workforce Leadership & Ethics:
Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements Qualifications Required Bachelor's degree is required preferably in Marketing 5
years of healthcare or business industry experience Must be knowledgeable about digital/CRM marketing Vendor management and process excellence experience Strong analytical skills with the ability to connect data outputs and qualitative insights to strategic initiatives and operational enhancements Must have demonstrated track record of leadership capabilities and ability to influence without authority Excellent communication skills (written and oral) and experience presenting to senior management Must be able to work in a team collaborative environment and be patient/customer/market-oriented Ability to problem-solve & able to work in ambiguous situations Preferred - Along with the required qualifications above MBA Experience in customer experience, and/or patient services, and/or IT and/or patient/consumer marketing Understanding of the copy approval process At Johnson & Johnson, we're on a mission to change the trajectory of health for humanity. That starts by creating the world's healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. Primary Location United States-New Jersey-Titusville-1125 Trenton Harbourton Road Organization Johnson & Johnson Health Care Systems Inc. (6077) Job Function Marketing Requisition ID 2206005102W
Salary Range:
$100K -- $150K
Minimum Qualification
Brand Marketing & Management, Digital Marketing & Social MediaEstimated Salary: $20 to $28 per hour based on qualifications.
Digitally Enabled & Integrated Px:
In partnership with JJ Technology & PECS Patient Experience Excellence Design & Capabilities, shape & deliver a new digital patient solutions capability AND an integrated omnichannel experience for patients and their caregivers driving them to their preferred channels while delivering new PX data infrastructure to enable personalized and predictive engagement. End-to-End PH PX Strategy & Design:
Develop and implement end-to-end PH Patient Omnichannel initiatives that enhance patient experience. Partner with PECS Patient Experience Excellence Design & Capabilities to shape infrastructure investments to realize long-term strategy for PH. Platform Development & Optimization:
Support patient journey goals to implement connected platforms and services to the Omnichannel infrastructure and act as key JJ Technology liaison. Personalization Strategy:
Lead the evolution of Janssen PH patient support to meet patients where they are and personalize the experience based on unique patient preferences and attributes Data Strategy:
Lead PH data integration initiatives, partnering with PECS data scientist team, to expand PH specific data sources to develop and drive forward personalization via automated marketing. Measurement:
Align business goals with advanced analytics outputs to help define success and optimization opportunities. Consult with PH Patient Experience Marketing strategy lead to define KBQs and work with data science and Commercial Excellence teams to develop E2E measurement plan. Presents omnichannel and patient portal dashboards (operational, impact, financial metrics) and strategic recommendations to PECS & PH Marketing leadership team and Px strategy leads. Operational Excellence:
Use patient analytics, PH patient journey, the voice of patient & caregiver, benchmarking, and compliance monitoring to inform continued optimization of omnichannel and portal program capabilities performance and to identify on-going operational enhancements leveraging agility learnings, training, technology, tools, staffing, and incentives Budgeting:
Build estimates for financial and people resourcing needs to support Px strategy; confirms funding with Px lead; Proactively monitors and manages to spend Culture:
Support a culture of learning, smart risk-taking, and experimentation within the team Diversity, Equity, and Inclusion:
Creates an inclusive and equitable environment in support of the company's commitment to equal employment opportunity and the value of a diverse workforce Leadership & Ethics:
Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements Qualifications Required Bachelor's degree is required preferably in Marketing 5
years of healthcare or business industry experience Must be knowledgeable about digital/CRM marketing Vendor management and process excellence experience Strong analytical skills with the ability to connect data outputs and qualitative insights to strategic initiatives and operational enhancements Must have demonstrated track record of leadership capabilities and ability to influence without authority Excellent communication skills (written and oral) and experience presenting to senior management Must be able to work in a team collaborative environment and be patient/customer/market-oriented Ability to problem-solve & able to work in ambiguous situations Preferred - Along with the required qualifications above MBA Experience in customer experience, and/or patient services, and/or IT and/or patient/consumer marketing Understanding of the copy approval process At Johnson & Johnson, we're on a mission to change the trajectory of health for humanity. That starts by creating the world's healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. Primary Location United States-New Jersey-Titusville-1125 Trenton Harbourton Road Organization Johnson & Johnson Health Care Systems Inc. (6077) Job Function Marketing Requisition ID 2206005102W
Salary Range:
$100K -- $150K
Minimum Qualification
Brand Marketing & Management, Digital Marketing & Social MediaEstimated Salary: $20 to $28 per hour based on qualifications.
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