Associate Director, Digital Products & Customer Experience

The Associate Director, Digital Products & Customer Experience, on the Digital Innovation & Customer Experience 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, legal, 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 for the patient and provider personalized platforms.
• Craft, collaborate on, and implement the product strategy and roadmap, own the product backlog, craft user stories, and prioritize 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, including identification of pain points, 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.

Product Leadership & Ethics

• Lead workstreams of product managers, designers, developers, etc. to both craft a vision for our patient & provider experience 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 key team members to build reporting capabilities for new product features.
• Communicate and develop methods to socialize performance insights (impact, operational, experience) to our team’s 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 our 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.

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 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