Senior Manager, Customer Experience & Insights, Global Customer Solutions, MedTech Supply Chain

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 Management

Job Sub Function:

Multi-Family Customer Management

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, Customer Experience & Insights, located in the United States or Switzerland.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

United States - Requisition Number: R-075440

Switzerland - Requisition Number: R-077908

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

About MedTech:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your work will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Overview:

We’re hiring a global, enterprise‑facing and externally facing leader who owns Voice‑of‑Customer (VOC) and the communications strategy for Global Customer Solutions. This role turns customer feedback into clear, commercial and supply chain narratives and prioritized actions that drive adoption, improve experience, and support business growth. You’ll partner closely with Commercial, Product, Marketing and regional teams—and represent Customer Solutions internally and externally.

Key responsibilities:

• Design, launch and run a global VOC program (surveys, NPS, VOC collection) with a regular reporting cadence and governance.
• Synthesize qualitative and quantitative insights into concise, commercial-facing narratives (success stories, return on investment cases, executive briefs).
• Surface insights via data mining, drive root-cause analysis of customer feedback, and partner to prioritize systems/process remediation.
• Build an insight-to-action engine: prioritize findings, partner with cross-functional owners to pilot changes, and measure outcomes.
• Lead internal communications and executive briefings that raise the visibility and credibility of Customer Solutions across the enterprise.
• Act as the external-facing voice for Customer Solutions: present at customer meetings, industry forums, and commercial pitches as needed.
• Partner with Marketing, Commercial, Product and Regional leads to translate insights into adoption plans and enablement assets.
• Define and track impact metrics (adoption, revenue-influence, NPS/CSAT delta) and continuously refine measurement approaches.
• Maintain VOC toolset and dashboards, ensuring data integrity and accessibility for partners.

Qualifications:

Education:

• Bachelor’s degree required; advanced degree (MA/MBA) preferred.

Experience and skills:

Required:

• 8+ years of experience in customer insights, VOC, customer experience, or commercial-facing analytics.
• Strong storytelling and executive communication skills—able to craft persuasive narratives for senior leaders and customers.
• Proven experience designing and running VOC programs (surveys, NPS, VOC synthesis) and converting insights into prioritized actions.
• Demonstrated partner management across regions and functions; abi