Director, APSO, Patient & Customer Experience

About the role

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.

What you'll do

• 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 Regional Business Technology and market priorities to drive roadmap decisions, capability adoption, and platform value realization.
• Co-create with PX Market Leads patient-centric solutions addressing barriers across awareness, diagnosis, access, treatment initiation, adherence, and ongoing support.
• Ensure compliance across the region by establishing regional guidelines and SOPs for compliant PSP programs, PX initiatives and insights sharing with internal & external stakeholders.
• Take on the 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.
• Lead Business Product Owner role(s) ensuring strong leadership of Commercial AI Products including Content.ai, Engagement.ai and related decisioning capabilities such as Pulse Alerts.
• Lead the adaptation with adjacent platform CONNEXT and define how decisioning, digital engagement, customer signals and insights connect the sales channel with broader CX activity.
• Own the strategic relationship with CONNEXT, SFE and Global teams, ensuring APAC requirements are reflected in future capabilities.
• Drive adoption of digital-enabled HCP engagement across APAC, ensuring sales representatives routinely use relevant digital content in face-to-face and email interactions.
• Align cross-functional stakeholders (SFE, Sales Capability, Content & Channel, CONNEXT) to embed digital engagement into field expectations, training, coaching and performance measures.
• Lead, coach and develop direct reports, set clear priorities and performance expectations while fostering an inclusive and high-performance culture.
• Build strong partnerships with Business Units, Commercial Excellence teams and functional leaders to make timely decisions, remove barriers and accelerate execution.
• Develop fact-based business cases, investment priorities and resource recommendations across the CX and PX portfolio.

Requirements

• Compete: Brings the patient, customer and external market perspective into decisions; sets ambitious goals; and focuses the organisation 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.

Benefits

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