Manager of Patient Experience Marketing, Immunology

Johnson & Johnson Innovative Medicine • Horsham, PA

1d • Onsite

About The Position

Johnson & Johnson is committed to raising the bar on Patient Experience (Px), building a new center of excellence – the Patient Engagement and Customer Solutions (PECS) organization – to create more personalized, seamless and supportive patient experiences during their treatment journey.
The Manager of Patient Experience Marketing, Immunology is responsible for shaping fulfillment, onboarding, and adherence strategies to support the end-to-end patient experience for patients starting Immunology therapies. You will be a member of the Immunology 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.
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 and Johnson recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.
The Manager, Patient Experience Marketing, Immunology serves our patients, as an advocate for their needs. Their day-to-day responsibilities include:
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
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
Business Planning: Support Px business planning efforts for Immunology– ensuring an integrated strategic plan with aligned objectives, execution, and resourcing
Culture: Support a culture of learning, smart risk-taking and experimentation
Diversity & Inclusion: Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse workforce.
Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

Requirements

• Bachelor's degree required
• A minimum of 5 years of healthcare business experience (EX: sales, marketing, payer/access experience, operations, analytics) required
• 3 years demonstrated marketing and/or customer service experience required
• Experience in more than one of the following areas is required: Services and/or customer experience marketing, Strategy development, Working across a matrixed organization, and Change management
• Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and applying new tools over time
• Excellent oral and written communication skills, including managing conflict and defusing difficult situations.
• Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.
• Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
• Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.
• Eager to set ambitious goals and take ownership for results. Proactive defining actions and following through.
• Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments.

Nice To Haves

• MBA or other related advanced degree preferred
• A mix of experiences across several of these domains is preferred: Services and/or customer experience marketing, Strategy development, Working across a matrixed organization, and Change management

Responsibilities

• 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
• Advance health equity by uncovering disparities and developing strategies to support better treatment outcomes for underserved populations
• Engage patients, caregivers, and providers in co-creating and continuously optimizing solutions
• Inform and approve requirements for Px solutions, with a focus on seamless and coordinated support across solution types
• 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
• Support Px business planning efforts for Immunology– ensuring an integrated strategic plan with aligned objectives, execution, and resourcing
• Support a culture of learning, smart risk-taking and experimentation
• Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse workforce.
• Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

Benefits

• 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.
• 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.

What This Job Offers

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