Director, APSO, Patient & Customer Experience

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:

Marketing

Job Sub Function:

Strategic Marketing

Job Category:

People Leader

All Job Posting Locations:

Bangkok, Bangkok, Thailand, Beijing, China, Chiyoda, Tokyo, Japan, Ho Chi Minh, Hồ Chí Minh, Vietnam, Hong Kong, Hong Kong, Kuala Lumpur, Kuala Lumpur, Malaysia, Manila, National Capital, Philippines, Mumbai, India, Seoul, Korea, Republic of, Singapore, Singapore, Sydney, New South Wales, Australia, Taipei, Taipei, Taiwan

Job 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

 

 As part of the APAC Commercial Excellence strategy, the Director, APSO, Patient & Customer Experience will lead the APAC Patient Experience and Patient Support Program (PSP) strategy, while also shaping commercial decisioning and the integration of the sales channel into broader Customer Experience (CX). The role will lead the regional direction for Content.ai, Engagement.ai and related decisioning & insights capabilities, prepare markets for future CONNEXT AI capabilities, and ensure the field behaviours, digital content adoption and insight capture required to elevate J&J Innovative Medicine (J&J IM) competitiveness within the APAC Region.

Key Role Accountabilities & Activities:

Patient Experience and Patient Support Programs

•           Define & lead the APAC Patient Experience (PX) and Patient Support Program (PSP) strategy to advance business priorities, patient outcomes, and market impact.

•           Lead the APAC Patient Experience community to strengthen market capability, share best practices, and elevate PE from PSP operations to a strategic driver of patient-centric brand strategy and growth.

•           Partner with Regional Brand Leads to embed patient experience into launch strategies and scale a consistent APAC patient go-to-market approach.

•           Serve as the regional PxP Business Product Owner, aligning our Regional Business Technology (Technology Product Owner) and market priorities to drive roadmap decisions, capability adoption, and platform value realization.

•           Co-create with the PX Market Leads patient-centric solutions by addressing key barriers across awareness, diagnosis, access, treatment initiation, adherence, and ongoing support. Explore future insights generation capabilities.

•           Ensure compliance across the region by establishing regional guidelines and SOPs for compliant PSP programs, PX initiatives and insights sharing with internal & external stakeholders, partnering closely with Legal, Privacy & Compliance and business counterparts to enable responsible use of patient behaviour and outcomes data.

•           Take on the critical role of Regional PX Privacy Steward – partnering closely with the Regional & Global Privacy Organisation.

•           Define and govern outcome measurement frameworks to demonstrate patient, customer, operational, and business value while ensuring compliance and patient safety.

Commercial AI Business Product Ownership and CONNEXT Readiness 

•           Leadership of Business Product Owner role(s) ensuring strong leadership of Commercial AI Products in collaboration with Business Technology.

•           Ensure clear definition of business requirements and commercial sponsorship to define and execute regional strategy, priorities and value agenda for commercial AI products, including Content.ai, Engagement.ai and related decisioning capabilities such as Pulse Alerts.

•           Lead the adaptation with adjacent platform with CONNEXT.

•           Define how decisioning, digital engagement, customer signals and insights connect the sales channel with broader CX activity to improve field effectiveness.

•           Own the strategic relationship with CONNEXT, SFE and Global teams, ensuring APAC requirements are reflected in future capabilities, and decision rights are clear.

•           Set transparent measures for adoption, business impact and value realization; use the evidence to prioritize investment, resolve issues early and scale what works.

Embed “Face-to-Face, amplified by Digital” CX Strategy across APAC 

•           Drive the adoption of digital-enabled HCP engagement across APAC, ensuring sales representatives routinely use relevant digital content in face-to-face and email interactions, while generating actionable insights to improve field execution and marketing effectiveness.

•           Align cross-functional stakeholders: Partner with SFE, Sales Capability, Content & Channel, CONNEXT and market commercial leaders to embed digital engagement into field expectations, training, coaching and performance measures.

•           Enable field adoption: Define practical use cases, tools and guidance that make digital content easy and valuable for sales representatives to use in everyday HCP interactions.

•           Establish adoption measures: Work with SFE and sales leadership to define clear standards for digital engagement, monitor usage and address barriers to sustained adoption.

•           Turn data into actionable insights: Partner with Insights & Analytics and marketing teams to capture meaningful engagement data and translate it into insights that help representatives tailor HCP interactions and marketers improve content and campaigns.

•           Drive continuous improvement: Establish regular cross-functional reviews of adoption, content effectiveness and business impact to identify gaps, prioritize improvements and scale successful practices.

Market Execution, Value Realization and Capability Leadership 

•           Lead, coach and develop direct reports, set clear priorities and performance expectation while fostering an inclusive and high-performance culture.

•           Be accountable for embedding priority CX and PX capabilities in key markets, with clear owners, adoption objectives, milestones, outcome measures and follow-through.

•           Align BI&A, SFE, CONNEXT and regional capability leads to focus resources on the few priorities that will most strengthen J&J IM competitiveness across APAC.

•           Build strong partnerships with Business Units, Commercial Excellence teams and functional leaders to make timely decisions, remove barriers and accelerate execution.

•           Bring external benchmarks, customer and patient perspectives, and emerging practices into regional strategy and capability design.

•           Develop fact-based business cases, investment priorities and resource recommendations across the CX and PX portfolio.

•           Create disciplined review and learning mechanisms to scale successful approaches, address issues proactively, and stop or simplify work that does not deliver sufficient value, while maintaining non-negotiable quality and compliance controls.

Key Competencies:

•           Compete: Brings the patient, customer and external market perspective into decisions; sets ambitious goals; and focuses the organization on the priorities that create the greatest impact.

•           Execute: Translates strategy into clear plans, decision rights, ownership, milestones and measurable outcomes; uses facts and data to act with urgency and resolve issues proactively.

•           Optimize: Learns continuously, simplifies ways of working, scales proven approaches and communicates in a clear, candid and respectful J&J Direct manner while maintaining robust controls.

•           Demonstrated track record of leading regional strategy and complex cross-functional initiatives across markets in a matrix environment.

•           Proven ability to influence senior stakeholders, build strong business partnerships and lead through others without direct authority.

•           Ability to connect business strategy, patient and customer needs, data and technology into practical, scalable capabilities.

•           Strong strategic prioritization, problem-solving, change-management and communication skills, with the ability to operate effectively in ambiguity.

•           Experience leading program managers, business product owners and cross-functional delivery teams.

•           Strong understanding of adoption, value measurement and business impact.

•           Strong working knowledge of CX, PX, Our Credo, HCBI and relevant J&J policies.

KEY WORKING RELATIONSHIPS

Internal:

Key cross-functional stakeholders across APAC markets and especially at Singapore Head Office:

•           J&J Business Technology and Data Science

•           Regional and Global CONNEXT/SFE/CX/PX teams

•           Regional and Operating Company leaders in Commercial (Marketing & Sales) 

•           Asia Pacific Leadership Team and relevant Global Capability Teams with a focus on CX & PX

•           Patient Experience & Customer Experience stakeholders in the Markets

•           Legal, Privacy, Quality &Healthcare Compliance

External:

•           Third-party contractors, technology partners and suppliers

•           Healthcare professionals and patient-support ecosystem partners, where appropriate

EXPERIENCE / QUALIFICATIONS:

Essential:

•           Tertiary qualification in medicine, pharmacy, life science, business or related discipline

•           Minimum of 10 years’ experience in the pharmaceutical, healthcare or related industry

•           Demonstrated people leadership experience, including performance management, coaching and talent development.

•           Demonstrated experience leading regional or large-scale customer, patient, commercial or digital initiatives

•           Experience with customer engagement, decisioning, CRM, digital capabilities and/or Patient Experience / Patient Support Programs

•           Commercial experience (regional and/or market) and ability to translate strategy into commercial execution and measurable outcomes.

•           Experience working across multiple markets and leading complex cross-functional stakeholders

•           Strong project and portfolio prioritization skills with demonstrated ability to manage multiple high-priority initiatives

•           Working knowledge of healthcare policy, compliance, privacy and quality requirements relevant to customer and patient programs

 

 

Required Skills:

 

 

Preferred Skills: