[Innovative Medicine] CX Analytics & Marketing Automation Manager

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 Marketing

Job Sub Function:

Digital Marketing Strategy

Job Category:

Professional

All Job Posting Locations:

Chiyoda, Tokyo, Japan

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

CX Analytics and Marketing Automation Manager

Job Overview

The CX Analytics & Marketing Automation role owns and advances the CX analytics capability for Japan to enable more data-driven decision making across channel engagement.

This is a senior individual contributor role that reports into the Customer Experience group within the Commercial Excellence Division. This role is accountable for translating customer engagement data into actionable insights, performance optimization opportunities, and clear recommendations that improve omnichannel execution and customer experience. The role owns the development, deployment, and continuous improvement of OC dashboards and measurement frameworks, ensuring they are embedded into business rhythms and used by Omnichannel, BU, and cross-functional teams to make better channel investment, activation, and optimization decisions. In addition, the role has end-to-end ownership of Customer Data Platform (CDP) operations and capability development, including data readiness, segmentation, activation enablement, roadmap input, and continuous advancement of CDP use cases to accelerate marketing automation, personalization, and compliant activation.

Responsibilities:

CX Performance Analytics, Monitoring & Insights

• Own and lead the CX analytics capability for customer engagement across all channels, including KPI definition, measurement approach, analytics roadmap, and ongoing performance readouts in partnership with Omnichannel, BU, Data Science, and BI&A teams.
• Define clear KPI hierarchies and success metrics that connect channel-level indicators to customer experience and business outcomes.
• Generate actionable insights that inform business strategy, drive more data-driven decisions on channel engagement, including engagement funnel, audience prioritization, channel mix, content performance, campaign optimization, and next-best actions.
• Perform hands-on analytics where appropriate, while also partnering with vendors and internal Data Science and BI&A teams to deliver high-quality analytics outputs.
• Partner with APAC and Japan analytics teams to design test-and-learn approaches, including A/B tests, pilots, benchmarks, and test-and-control methodologies, to improve campaign effectiveness and channel investment decisions.
• Translate business objectives to analytical questions to shape and lead the development, deployment, and continuous enhancement of OC dashboards so they become trusted decision tools within weekly and monthly business rhythms, with clear owners, thresholds, interpretation guidance, and next-best action recommendations for OC activation partners and business unit teams.
• Support dashboard adoption through documentation, stakeholder training, and executive-level performance storytelling.

 

CDP Ownership & Marketing Automation Advancement

• Own CDP operations and capability development for Japan, serving as the JP business lead for CDP reliability, adoption, enhancement, and value realization in close collaboration with APAC, IT, Analytics, Compliance, Omnichannel, and BU stakeholders.
• Lead the operational development of CDP capabilities, including segmentation frameworks, identity resolution requirements, trigger logic, data input/output specifications, campaign activation readiness, and measurement enablement.
• Shape and influence the CDP roadmap by identifying priority use cases, capability gaps, data requirements, and business value opportunities that support better channel engagement decisions, personalization, and marketing automation.
• Serve as the primary bridge between Marketing, Analytics, IT, Omnichannel, and Compliance to ensure CDP capabilities are connected to OC measurement, dashboards, segmentation, activation, and near real-time decision needs, with clear ways of working and decision rights.
• Drive marketing automation maturity by implementing best practices in journey orchestration, experimentation, governance, and enablement to expand personalization, improve campaign effectiveness, and increase operational efficiency.
• Ensure marketing automation capabilities are measurable, scalable, compliant, and aligned with BU priorities.

Data Quality & Governance 

• Collaborate with cross functional teams (IT, compliance, etc.) to ensure data handling aligns with internal policies & external regulations, including consent-related data considerations and compliant activation requirements.
• Lead root cause analysis & resolution of data integrity issues, and drive harmonization of KPI definitions, business rules, and data standards across platforms.
• Act as subject matter expert on key data sources in customer engagement, digital & performance data.

 

Data Integration Management and Data Pipeline Maintenance & Expansion 

• Understand and partner with IT to design & optimize the data pipelines from source systems to marketing activation channels (owned & 3rd party), CDP and dashboards that support real-time data exchange.
• Support the extraction of data from various sources.
• Ensure data quality and data flows (i.e., metadata, 3rd party data) support omnichannel campaign execution and measurement, being accountable for accurate data interpretation at every stage.
• Support strategies for automating data processing, improving data ingestion, cleansing, and accessibility to streamline operations.

Required Skills & Qualifications:

• 5+ years of experience in customer experience analytics, omnichannel analytics, digital analytics, marketing analytics, CDP, marketing technology, or related fields.
• Strong knowledge of Customer Data Platforms (CDP), including identity resolution, audience/segment management, governance, and activation enablement.
• Strong analytical literacy and analytical judgment, with the ability to engage effectively with Data Science, BI&A, and analytics teams; clarify business questions, assess appropriate analytical approaches, interpret outputs, challenge assumptions, and ensure insights are robust, actionable, and linked to business decisions.
• Hands-on experience building and iterating dashboards that support decision-making and action tracking (e.g., Tableau) and querying/transforming data (e.g., SQL).
• Experience supporting marketing automation and orchestration tools (e.g., SFMC, CRM) including trigger-based engagement, audience deployment, personalization, and campaign measurement.
• Experience managing and collaborating with analytics/MarTech vendors (scope definition, requirements, QA, and delivery management) to ensure timely, high-quality insights and dashboard outputs.
• Strong stakeholder management and cross-functional leadership skills (Marketing, Omnichannel, Analytics, IT, Compliance) with the ability to drive alignment and convert insights into tactical execution.
• Strategic, product-minded approach with the ability to define roadmaps (analytics, dashboards, CDP/automation) and deliver continuous improvements / optimization to deliver business impact.
• Business-level Japanese & English proficiency.

Preferred Skills & Experiences:

• Experience in the pharmaceutical or healthcare industry.
• Knowledge of cloud platforms (e.g., AWS or Google Cloud) and modern data/analytics architectures.
• Experience supporting enterprise-scale digital transformation, customer experience, or marketing technology programs.

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Required Skills:

 

 

Preferred Skills:

Brand Positioning Strategy, Budgeting, Collaboration, Consulting, Content Management, Content Marketing, Cultural Communications, Customer Analytics, Data Visualization, Digital Channels, Digital Marketing, Digital Trends, Process Improvements, Report Writing, Technical Credibility, Technologically Savvy