Institutes Customer Experience 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: Customer Management Job Sub Function: External Customer/Product Training Job Category: Professional All Job Posting Locations: Palm Beach Gardens, Florida, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America Job Description: DePuy Synthes is recruiting for a(n) Institutes Customer Experience Manager, located in Raynham, MA; West Chester, PA or Palm Beach Gardens, FL Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months , subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required , regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. Job Overview The Institutes Customer Experience Manager plays a key role in shaping and delivering high-quality education experiences for healthcare professionals and customers. This people manager role focuses on designing and optimizing the end-to-end customer experience journey, ensuring that Institutes programs drive meaningful engagement, satisfaction, and long-term loyalty. The position oversees cross-functional teams supporting customer experience, conference coordination, AV and graphic design services and partners with facility management, security, catering, and site operations across locations. The Customer Experience Manager drives continuous improvement initiatives, space utilization strategies, operational planning, service excellence standards, and customer satisfaction metrics while ensuring alignment with DePuy Synthes business objectives . This is an exciting opportunity to influence how customers experience DePuy Synthes education offerings while partnering across teams to continuously improve programs, processes, and outcomes. Key Responsibilities: • Support the design and execution of customer experience strategies across Institute education programs to improve engagement and satisfaction • Apply customer journey mapping to identify opportunities to enhance the end-to-end Institutes experience • Maintain strong communication channels with customers to understand needs, gather feedback, and align programs to business objectives • Collaborate with cross-functional teams (e.g., commercial, marketing, training) to translate customer needs into effective educational solutions • Monitor customer experience metrics and develop basic KPIs and benchmarks to measure program effectiveness and success • Conduct data analysis, including forecasting and risk assessments, to identify trends and improve customer retention and loyalty • Support continuous improvement initiatives by identifying gaps in current processes and recommending enhancements • Ensure timely escalation and resolution of customer feedback, issues, or concerns • Contribute to the delivery of consistent, high-quality educational experiences aligned with DePuy Synthes standards . • Apply DePuy Synthes Mindset behaviors in all customer and team interactions. Qualifications Education: • Bachelor’s degree required (Business Administration, Marketing, Education, Healthcare Administration, Life Sciences, Medical Education or related field) • Advanced degree (MBA or relevant Master’s) preferred Experience and Skills: Required: • • Minimum of 6 years of relevant professional experience, including experience in medical education, clinical training or clinical simulation • Strong understanding of customer experience and customer success • Strong communication and interpersonal skills with ability to inte