Institutes Customer Experience Manager

Johnson & Johnson Innovative Medicine • West Chester, PA

2d • $102,000 - $204,000 • Hybrid

About The Position

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.

Requirements

• Bachelor’s degree required (Business, Marketing, Education, Healthcare Administration, or related field)
• Generally requires 0–2 years of relevant work experience
• Foundational understanding of customer experience, customer success, or commercial operations
• Strong communication and interpersonal skills with ability to interact across teams
• Basic analytical skills with ability to interpret data and identify trends
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Demonstrated ability to collaborate in cross-functional team environments
• English required

Nice To Haves

• Advanced degree (MBA or relevant Master’s) preferred
• Experience supporting customer education programs, training, or event coordination
• Familiarity with healthcare, medical device, or life sciences industry
• Exposure to customer journey mapping or voice-of-customer initiatives
• Experience with customer experience tools, CRM systems, or data analytics platforms
• Knowledge of KPI development and performance measurement methodologies
• Project management experience or certification (e.g., PMP, Lean Six Sigma)
• Experience working in a matrixed organization
• Relevant certifications are preferred

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

Benefits

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level