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:
Digital MarketingJob Sub Function:
Digital EngagementJob Category:
People LeaderAll Job Posting Locations:
Chiyoda, Tokyo, JapanJob Description:
About Innovative Medicine
Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.
Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.
Learn more at https://www.jnj.com/innovative-medicine
Associate Director Omnichannel, Omnichannel Team, Customer Experience
Position Overview:
The Associate Director of Omnichannel is a leadership role responsible for building the organization’s CX capabilities by providing direction, alignment, and enablement across omnichannel engagement and content transformation. While dedicated team members will drive day-to-day omnichannel and content transformation workstreams, this role will create the conditions for their success by shaping the CX strategy, clarifying priorities, aligning stakeholders, removing barriers, and strengthening the operating model, governance, and capabilities needed for effective execution. A critical focus of the role is to operationalize CX strategy into day-to-day business ways of working and customer engagement practices, ensuring that strategy is not only understood but embedded into how teams plan, execute, measure, and optimize engagement. The incumbent will support key brands in their engagement planning cycles and help translate omnichannel and content transformation efforts into measurable customer and business impact.
Key Responsibilities:
1. CX Strategy & Omnichannel Strategic Leadership
- Shape and advance JJ IM’s CX and omnichannel strategy by identifying priority capabilities, aligning with business objectives across local and regional stakeholders to shape the strategic direction.
- Communicate CX strategy, priorities, and expected ways of working in a clear and compelling way to build stakeholder understanding, commitment, and adoption across the organization.
- Represent Japan business needs in regional omnichannel initiatives, ensuring local priorities are reflected while identifying opportunities that can scale across APAC.
2. CX Capability Building & Operating Model Enablement
- Strengthen the CX operating model by clarifying roles, decision rights, governance forums, planning routines, and cross-functional collaboration mechanisms needed for effective execution.
- Design and enable capability-building interventions, practical tools, and learning approaches that help teams adopt CX principles and apply them consistently across brands and channels.
- Operationalize CX strategy into practical day-to-day business practices, planning routines, governance forums, and customer engagement behaviors that teams can consistently apply across brands and channels.
- Ensure the team is effectively partnering with business units and key brands to embed CX principles into engagement planning cycles, ensuring plans are anchored in customer needs, HCP decision journeys, and clear business impact objectives aligned with brand strategy.
3. Content Transformation Enablement & Change Leadership
- Provide leadership and strategic guidance to content transformation efforts, helping dedicated team members align priorities, navigate dependencies, accelerate adoption, and demonstrate value to the business.
- Collaborate across functions ie. Compliance, Business Technology, Regions to create the conditions for successful adoption of new content technologies, processes, and ways of working by clarifying decision rights, resolving barriers, aligning stakeholders, and reinforcing expected behaviors.
4. Data-Driven Decision Making, Measurement & Innovation
- Leverage data from multiple sources (primary & secondary) to inform strategic decisions and identify new opportunities, engaging stakeholders to foster alignment and support.
- Provide strategic input to support the development of advanced dashboards and analytics frameworks to understand customer behaviour, preferences & drive actions that continuously enhance customer experience.
- Promote a culture of testing, learning, and continuous optimization through structured A/B testing, hypothesis-driven experimentation, and stakeholder collaboration.
5. People Leadership & Development
- Lead, coach, and develop dedicated omnichannel activation and content transformation team members by providing strategic direction, prioritization guidance, stakeholder support, and development feedback that enables strong execution and growth.
- Build team capability by creating opportunities for coaching, knowledge sharing, cross-functional exposure, and skill development in CX strategy, omnichannel engagement, content transformation, stakeholder influence, and change leadership.
- Foster a collaborative and inclusive team environment where individuals are empowered to lead their workstreams, surface challenges early, and continuously improve how CX capabilities are delivered to the organization.
Key Competencies & Experience:
- Strategic Thinking: Ability to shape, communicate, and operationalize a clear CX and omnichannel strategy, translating strategic priorities into practical ways of working that drive customer and business impact.
- Influence & Stakeholder Management: Skilled at aligning diverse stakeholders, clarifying priorities, resolving barriers, and securing commitment across business, platform, content, analytics, medical, compliance, and regional partners.
- Change Leadership: Proven capability to lead change initiatives, foster a culture of innovation, and manage resistance effectively.
- People Development: Strong ability to lead through others by coaching team members, enabling ownership, building confidence, and helping dedicated workstream leads succeed through clear direction and support.
- Collaborative Leadership: Adept at fostering cross-functional collaboration, breaking down silos, and promoting a shared vision.
- Analytical Thinking: Strong ability to interpret data, derive insights, and translate them into actionable strategies.
- Customer-Centric Mindset: Deep understanding of customer experience principles and the ability to embed CX thinking into brand planning, content transformation, omnichannel execution, and capability-building initiatives.
- Capability Building: Proven ability to translate strategy into practical tools, processes, operating models, governance, learning interventions, and daily routines that enable teams to embed CX into customer engagement practices with consistency and impact.
- Digital & Omnichannel Expertise: Extensive knowledge of digital channels, omnichannel strategies, and emerging technologies to deliver seamless, personalized customer journeys.
- Min 3+ years of healthcare experience or highly regulated industry
- Business proficiency in English & Japanese
#LI-Hybrid
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Required Skills:
Preferred Skills:
Cross-Functional Collaboration, Customer Analytics, Customer Engagement, Developing Others, Digital Governance, Digital Marketing, Digital Trends, Digital Visualization, Digital Well-Being, Inclusive Leadership, Innovation, Leadership, Motivating People, Organizational Communications, Organizational Knowledge, Performance Measurement