Description
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. Learn more at jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. 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.
Job Function:
Customer ManagementJob Sub Function:
Multi-Family Customer ManagementJob Category:
People LeaderAll Job Posting Locations:
Zug, SwitzerlandJob Description:
Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, Customer Experience & Insights, located in the United States or Switzerland.
Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):
United States - Requisition Number: R-075440
Switzerland - Requisition Number: R-077908
Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.
About MedTech:
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your work will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
Overview:
We’re hiring a global, enterprise‑facing and externally facing leader who owns Voice‑of‑Customer (VOC) and the communications strategy for Global Customer Solutions. This role turns customer feedback into clear, commercial and supply chain narratives and prioritized actions that drive adoption, improve experience, and support business growth. You’ll partner closely with Commercial, Product, Marketing and regional teams—and represent Customer Solutions internally and externally.
Key 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.
Qualifications:
Education:
- Bachelor’s degree required; advanced degree (MA/MBA) preferred.
Experience and skills:
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.
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.
Other:
- Language requirements: English required; additional languages (French, German, Spanish, Czech) a plus depending on location.
- Travel: Approximately 25% domestic and/or international.
- Reporting: Reports to Director, Global Customer Solutions Strategy and Deployment
- Scope: Global
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.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
Required Skills:
Preferred Skills:
Client Management, Community Relations, Customer Centricity, Customer Experience Management, Customer Relationships, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Relationship Building, Stakeholder Engagement, Vendor Management