Institutes Customer Experience Manager
Johnson & JohnsonAbout the role
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:
Customer ManagementJob Sub Function:
External Customer/Product TrainingJob Category:
ProfessionalAll Job Posting Locations:
Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of AmericaJob Description:
DePuy Synthes is recruiting for a(n) Institutes Customer Experience Manager, located in West Chester, PA or in Raynham, MA or Raritan, NJ.
Job Overview
The Institutes Customer Experience Manager plays a key role in shaping and delivering high-quality education experiences for healthcare professionals and customers. This individual contributor role focuses on designing and optimizing the end-to-end customer journey, ensuring that Institutes programs drive meaningful engagement, satisfaction, and long-term loyalty. This is an exciting opportunity to influence how customers experience DePuy Synthes education offerings while partnering across teams to continuously improve programs, processes, and outcomes.
Key Responsibilities:
• Support the design and execution of customer experience strategies across Institutes education programs to improve engagement and satisfaction
• Apply customer journey mapping to identify opportunities to enhance the end-to-end Institutes experience
• Maintain strong communication channels with customers to understand needs, gather feedback, and align programs to business objectives
• Collaborate with cross-functional teams (e.g., commercial, marketing, training) to translate customer needs into effective educational solutions
• Monitor customer experience metrics and develop basic KPIs and benchmarks to measure program effectiveness and success
• Conduct data analysis, including forecasting and risk assessments, to identify trends and improve customer retention and loyalty
• Support continuous improvement initiatives by identifying gaps in current processes and recommending enhancements
• Ensure timely escalation and resolution of customer feedback, issues, or concerns
• Contribute to the delivery of consistent, high-quality educational experiences aligned with DePuy Synthes standards
• Apply Johnson & Johnson Credo-based behaviors in all customer and team interactions
Qualifications
Education:
• Bachelor’s degree required (Business, Marketing, Education, Healthcare Administration, or related field)
• Advanced degree (MBA or relevant Master’s) preferred
Experience and Skills:
Required:
• Generally requires 0–2 years of relevant work experience<
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