Director, Customer Experience- Trauma

Johnson & Johnson•West Chester, PA

About The Position

The Director, Customer Experience will lead the development and execution of an enterprise-wide customer engagement strategy that strengthens DePuy Synthes’ relationships with healthcare professionals, thought leaders, Academic Medical Centers (AMCs), and strategic partners. The role establishes governance, processes, and cross-functional alignment for customer engagement across Marketing, R&D, Clinical and Medical Affairs, Regulatory, Professional Education, Health Economics and Market Access, and other business functions. The Director leads a field-based team responsible for relationships with priority AMCs and serves as the primary point of contact for AO North America. The role calls for extensive experience engaging healthcare professionals, leading in a matrix environment, influencing without authority, and translating customer insights into strategic priorities and coordinated execution. Strong leadership, collaboration, negotiation, and change-management capabilities are needed to build trusted relationships and deliver sustained business results. The position reports to the Vice President, Trauma & Extremities and may require 20–40% travel. Johnson & Johnson announced plans to separate its Orthopaedics business to establish a standalone orthopaedics company operating as DePuy Synthes. The planned separation was anticipated to be completed within 18 to 24 months of the October 14, 2025 announcement, subject to applicable requirements, approvals, and customary conditions. Following the transaction, the role is anticipated to be employed by DePuy Synthes under its Orthopaedics employment processes, programs, policies, and benefit plans.

Requirements

Bachelor’s degree or higher.
At least 10 years of relevant business experience.
Experience and success working with and interacting with healthcare professionals and key opinion leaders.
Ability to influence without authority and work with cross-functional teams to develop and deliver brand strategic imperatives.
Demonstrated success collaborating with critical internal and external stakeholders and substantial customer interface.
Track record of driving strategic change to meet changing business needs.
Understanding of business processes, strong negotiation skills, and a commitment to achieving sustained, superior results.
Experience successfully managing in a matrix environment.

Nice To Haves

Strong background in regional execution and development of marketing capabilities, including market insights, understanding KOL development, and the regulatory environment.

Responsibilities

Lead development and execution of the thought leader engagement strategy, including an integrated cross-functional plan for contacts and activities.
Create a strategic framework and establish engagement governance, including communication rhythms and stakeholder touchpoints between the business and thought leaders.
Help shape strategy with functional platform leaders across Marketing, Clinical Affairs, Medical Affairs, Regulatory, R&D, and other corporate functions in support of business plans and objectives.
Identify, cultivate, and maintain professional relationships with healthcare professionals and define appropriate engagement activities.
Develop and execute the commercial engagement plan and maintain the relevant customer relationship management (CRM) tool.
Support key opinion leaders by triaging and coordinating requests across the organization.
Partner cross-functionally to develop and execute aligned external engagement strategies across stakeholder groups.
Provide leadership and insights to senior leaders to inform priorities, activities, and thought leader engagements.
Develop a national AMC strategy with commercial leadership and translate it into coordinated account execution.
Manage the Atlas toolkit and AMC value proposition development and communication.
Manage the field-based team responsible for priority AMC stakeholder relationships, annual AMC engagement plans, resident and fellow engagement with future-leader offerings, identification of future target KOLs, and future AMC engagement opportunities.
Serve as the primary point of contact for AO North America, develop relationships with its key leaders, and drive change management within the relationship.