Job Description

Patient Experience (Px) Director

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.

The Director, Patient Experience, Neuroscience is responsible for shaping fulfillment, onboarding, and adherence strategy in support of the end-to-end patient experience for patients starting Neuroscience therapies. You will be a member of the Neuroscience Px team, working closely with the patient solutions teams including field-based access and affordability solutions, patient access and affordability solutions, pharmacy solutions, patient and caregiver solutions, and supplier management and operational excellence to deliver, measure and optimize the patient journey, ensuring that more patients can start and stay on therapy. You will work across the brand marketing, access, and field teams to deliver a patient experience that delights the patient and supports business strategy and objectives.

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, the decision to start or stop a treatment is overwhelming. Johnson & Johnson recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.

The Director, Patient Experience, Neuroscience works in service to our patients, as an advocate for their needs. Their day-to-day responsibilities include:

• People Development: Coach, develop and motivate direct report(s)
• Px Strategy: Develop an end-to-end patient engagement strategy that supports patients in starting and staying on prescribed treatments by utilizing research, data, market dynamics, and competitive assessments to inform strategic choices
• Advancing Equity in Healthcare: Advance health equity by uncovering disparities and developing strategies to support better treatment outcomes for underserved populations
• Customer-Centric Design Process: Engage patients, caregivers, and providers in co-creating and continuously optimizing solutions
• Goal Setting: Define KPIs and establish metrics and goals for Px fulfillment, onboarding, and adherence strategy and solutions
• Program Design: Inform and approve requirements for Px solutions, with a focus on seamless and coordinated support across solution types
• Communications Planning: Lead communications planning and development (targeting, messaging, creative, channels) and training in support of Px programs including influence through brand patient and professional marketing teams
• Measurement & Reporting: Report on and be accountable for Px performance through the build and utilization of dashboards, research, and analytics
• Business Planning: Support Px business planning efforts for Neuroscience ensuring an integrated strategic plan with aligned objectives, execution, and resourcing; own strategic recommendation and budget for fulfillment, onboarding, and adherence solutions
• Culture: Support a culture of learning, smart risk-taking and experimentation
• Inclusion: Create an inclusive environment in support of the company's commitment to the value of a diverse workforce.
• Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

About You

You are compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them. You are passionate about delivering a great support experience that patients will remember and want to tell other people about. You welcome the challenge of working in a highly visible, highly accountable role where you can meaningfully impact the health and wellbeing of others. You feel energized to be part of a team that is building new capabilities and ways of working. You consistently deliver great results, but even when you fall short you learn from it.

Qualifications

• Bachelor's degree required; MBA or other related advanced degree preferred.
• A minimum of 7 years of healthcare business experience (EX: sales, marketing, payer/access experience, operations, supply chain, analytics) is required, of which 5 years demonstrated marketing and/or customer service experience.
• 2 years of proven performance in leading a team of direct reports preferred
• Experience in more than one of the areas below is required (a mix of experiences across several of these domains is preferred):

The base pay range for this position is $146,000-$255,000. The Company maintains a highly competitive sales incentive compensation program. Under current guidelines, this position is eligible for participation in this program in accordance with the terms of the applicable plan. This position is eligible for a company car through the Company's FLEET program. Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans.

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.

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