Johnson & Johnson Innovative Medicine is recruiting for a Customer Experience Manager, Immunology, located in Toronto, Ontario. 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 https://www.jnj.com/. For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges. We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong. The Customer Experience Manager (CEM) will influence and lead the organizational transformation of a cross functional 'omnichannel customer experience' driven culture through Patient Value Teams (PVT). This role leads the PVT business planning process focused on Customer Experience Strategy. This role embeds business planning standards to lead the PVT in developing, refining, and optimizing effectiveness of the Customer Experience and Content Strategy across Commercial and Medical Affairs. Embedding capabilities within PVT such as personas, channel goal definition, content creation, mix selection and roll-out strategy, customer journey mapping, campaign calendar and channel orchestration and measurement. The CEM also delivers cross-functional data-driven insights linked to strategic impact and business outcomes to enable decision making that shape PVT strategy and GTM execution as it pertains to Customer Experience. Key Responsibilities: + Building measurement plan for upcoming new launch in Inflammatory Bowel Disease. + Leading content calendars, developing tactical sequencing and executing of the omnichannel campaigns + Embedding business planning capabilities within PVT such as customer persona, channel goal definition, content creation, mix selection and roll-out strategy, customer journey mapping, campaign calendar and channel orchestration and measurement. + Driving customer experience performance compliantly in partnership with commercial and medical teams against overall Omnichannel KPIs and other omnichannel objectives + Leading PVT digital transformation providing omnichannel capability and operational expertise that optimizes delivery of seamless customer engagement and exceptional experience. **Qualifications** Education: + Bachelor’s degree in science, business administration, marketing, or related field is required. Master’s degree is preferred. Experience and Skills: + 5 or more years of experience in the Pharmaceutical, Med Tech, or Consumer industries is required. + Excellent communication and presentation skills, with the ability to influence and build relationships across all levels of the organization is required. + Understanding of omnichannel strategy, execution and measurement is required. + Previous immunology experience is an asset. Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential. 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.