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

Johnson & Johnson•Raritan, NJ

22d•Hybrid

About The Position

This role is for a global, enterprise-facing and externally facing leader who owns Voice-of-Customer (VOC) and the communications strategy for Global Customer Solutions within Johnson & Johnson MedTech – Supply Chain. The position focuses on transforming customer feedback into clear, commercial and supply chain narratives and prioritized actions to drive adoption, improve experience, and support business growth. The role involves close partnership with Commercial, Product, Marketing, and regional teams, and representing Customer Solutions both internally and externally.

Requirements

Bachelor’s degree 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; ability to influence without direct authority.
Data literacy: comfortable with quantitative and qualitative analytics, and translating findings into measurable business outcomes.
Comfortable presenting externally and “being on the circuit” with customers and industry audiences.
English required.

Nice To Haves

Advanced degree (MA/MBA) preferred.
Experience in healthcare, life sciences, or regulated environments.
Familiarity with VOC and survey platforms (e.g., Qualtrics), and dashboarding tools (Power BI, Tableau).
Background working with commercial teams to create sales enablement assets or return on investment calculators.
Track record of launching pilots that scaled into repeatable commercial plays.
Additional languages (French, German, Spanish, Czech) a plus depending on location.

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.

Benefits

Consolidated retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year (varies by state)
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