Job Information
J&J Family of Companies Associate Director, Digital Products & Customer Experience-Titusville, NJ in Titusville, New Jersey
Associate Director, Digital Products & Customer Experience-Titusville, NJ - 2406188220W
Description
Associate Director, Digital Products & Customer Experience-Titusville, NJ
At Johnson & Johnson, what matters most is helping people live full and healthy lives. We focus on treating, curing, and preventing some of the most devastating and complex diseases of our time. And we pursue the most promising science, wherever it might be found.
We are J&J. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it.
J&J is committed to raising the bar on patient experience through the Patient Engagement and Customer Solutions (PECS) organization – that will create more personalized, seamless, and supportive experiences for patients starting treatments across the J&J portfolio.
The Associate Director, Digital Products & Customer Experience, on the Digital Product Solutions (DPS) team, collaboratively develops and executes on the product vision for the digital connected experience for patients, caregivers, and providers across our J&J portfolio. This includes having a user-first mindset and helping to build an integrated end-to-end offline and online personalized experience for our patients and their providers, while incorporating the full lifecycle and suite of digital products. You will apply our capabilities, technologies, and supplier/partner planning that reflect the evolving and future needs for patients and caregivers. In this role, you will build and maintain strong working relationships with partners across PECS, technology, marketing, sales, procurement, healthcare compliance, privacy, and legal.
A Day in the Life
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 and their caregivers, the decision to start or stop a treatment is overwhelming. J&J recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.
Day-to-day responsibilities:
Digital Product Management: Fulfill the associate director role within an agile development team by owning the management, enhancements, and coordination across teams covering multiple digital product capabilities. This role will include crafting, collaborating on, and implementing product strategies and roadmaps, owning the product backlog, crafting user stories, and prioritizing issues based on perceived user value, metrics, and release planning. Define and validate product backlog ideas with input from team members within PECS, design, technology, marketing, and other key stakeholder groups within J&J. Define a product release plan which ladders up into broader goals and objectives. Manage product features from inception through launch, which includes identification of problems, gathering and vetting of requirements, creation and iteration of designs, scoping and refining for development, performing quality assurance and user acceptance testing, and orchestrating launches and releases. Ensure a seamless orchestration across our digital products (websites, apps, portals) and human touchpoints.
Ownership of Product Capabilities: (1) J&J Digital Resources platforms for patients and healthcare providers; (2) Insights & Analytics capabilities for the DPS patient and provider experiences; (3) Support program consolidated digital views extended to healthcare provider sites.
Product Leadership & Ethics: Lead workstreams of product managers, designers, developers, etc. to both craft a vision and strategy for your products and execute on the associated product roadmap. Help to develop team members to work within a product management agile framework, driving best practices from the initial sourcing of feedback through development. Partner closely with technology partners to drive towards excellence in execution for development. Manage multiple workstreams across our digital platforms, with the goal cohesively enhancing the user experience while driving optimal value. Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements.
User Experience and Operational Excellence: Draw on analytics, voice of customer and surveys, benchmarking, and compliance monitoring to advise continued optimization of product performance and future enhancements. Analyze both how our users interact with and what our users say/feel about our products and features. Use data and insights to develop, confirm, and/or pivot to new product development and enhancements. Prioritize break and/or bug fixes along with enhancements and roadmap features.
Measurement & Reporting: Collaborate in the development of measurable goals and identify outcomes that demonstrate the impact and behavioral change aligned to PECS and brand strategies. Work with partners and essential team members to build reporting capabilities for new product features. Communicate and develop methods to socialize performance insights (impact, operational, experience) to DPS and PECS leadership team and colleagues, as well as key stakeholders.
Partnership within PECS: Closely partner with solutions verticals within PECS (e.g., Patient Access & Affordability Solutions, Patient & Caregiver Solutions, etc.) and PECS Therapeutic Area (TA) Patient Experience teams to deliver an inclusive, world-class digital patient experience, which complements and supplements the offline patient journey. Create a digital experience that can be leveraged and scalable across the organization of patient solutions & TAs.
Communication and change management: Ensure communication to PECS partners, brand partners, and key stakeholders to build awareness and maintain transparency and accountability. Build awareness of the product vision, roadmap progress, and outcomes are communicated effectively to core team and stakeholder groups. Identify and communicate upcoming changes and dependencies across the DPS team. Build relationships across solutions teams to understand the overall
Innovation Scouting: Stay abreast of external trends in healthcare and adjacent industries, supplier capabilities, and patient engagement to scout new innovations, identifying potential partnerships and incubating new ideas. Develop digital and technology innovation plan.
Culture: Support a culture of learning, smart risk-taking, and experimentation within team and through supplier partners.
Diversity, Equity, and Inclusion: Create an inclusive and equitable environment in support of the company’s commitment to equal employment opportunity and the value of a diverse workforce.
About You
You are compassionate, empathetic, and insightful. You put yourself in the shoes of the patients you support and the providers who care for them. You have a user-first mentality and are passionate about delivering a world-class patient experience! You welcome challenges, are energized by a fluid environment, solution creatively and collaboratively, learn from mistakes, and enjoy working in a highly visible, highly accountable role! You desire to have a significant impact the health and wellbeing of others.
Qualifications
Required Education, Work Experience, and Skills:
Bachelor’s degree (Technology, Business, Marketing, Operations, or related fields)
8-10 years of experience in product management, product strategy, user experience or visual/UI design for customer-facing digital properties, preferably in the healthcare sector.
Experience within or partnering with the following business organizations: customer service, sales, marketing, payer/access experience, operations, supply chain, analytics.
Strong collaboration skills, with experience in bringing together cross-functional partners in matrixed organizations, presenting ideas, influencing planned outcomes, exhibiting flexibility in changing environments, and leading execution in an agile delivery model.
Ability to exercise due diligence to understand customer needs, identify gaps in product functionality, gather user input and requirements, and influence the product strategy.
Experience in collaboratively shaping the product roadmap, coordinating release plans, and conveying status to team leadership, teammates, and critical stakeholders.
Demonstrated ability to partner directly with UX professionals to construct concepts, evolve into high fidelity designs and prototypes, perform appropriate user testing, and refine for development.
Demonstrated ability to partner directly with development teams to convey value, goals, and expected outcomes of features and functionality, as well as document user stories, discuss scope and assumptions, refine requirements, plan sprints, collaboratively test, and partner through to release.
Experience in partnering with cross-functional teams to formulate and drive cross-platform integrations from discovery to product feature launch, executing on the creation of APIs to power and enable front-end user experiences.
Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.
Excellent communication skills, both written and verbal with the ability to interact across all organizational levels. Proactively communicates product status and program achievements.
Very organized with strong attention to detail.
Highly self-motivated with ability to lead and empower others.
Embraces accountability. Eager to set ambitious goals and takes ownership for results.
Proficiency with product management tools (Jira, Asana, Figma, Confluence, etc.)
Experience implementing and deriving insights from digital analytics and a solid understanding of associated tools (Google Analytics, Google Tag Manager, etc.), as well as data visualization and dashboarding tools (PowerBI, Tableau, Looker, etc.).
Proficiency with MS Office, specifically Excel and PowerPoint
Other:
Travel Requirements: Up to 25% domestically. Based in Titusville, NJ
The base pay range for this position is $135,000 to $232,300. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis. Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. Additional information can be found through the link below.
Information on benefits can be viewed by following this link: https://www.careers.jnj.com/employee-benefits
Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .
Primary Location NA-US-New Jersey-Titusville
Organization Johnson & Johnson Health Care Systems Inc. (6077)
Travel Yes, 25 % of the Time
Job Function Digital Product Management
Req ID: 2406188220W