Customer Experience Manager

Johnson & Johnson

Institutes Customer Experience Manager at Johnson & Johnson shaping engagement for healthcare education programs. Collaborating across teams to enhance customer journey and satisfaction metrics.

Posted 6/28/2026full-timeWest Chester • Massachusetts, New Jersey, Pennsylvania • 🇺🇸 United StatesJunior💰 $102,000 - $204,000 per yearWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Support the design and execution of customer experience strategies across Institutes 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 Johnson & Johnson Credo-based behaviors in all customer and team interactions

Requirements

What you’ll need

Bachelor’s degree required (Business, Marketing, Education, Healthcare Administration, or related field)
Generally requires 0–2 years of relevant work experience
Foundational understanding of customer experience, customer success, or commercial operations
Strong communication and interpersonal skills with ability to interact across teams
Basic analytical skills with ability to interpret data and identify trends
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Proficiency in Microsoft Office (Excel, PowerPoint, Word)
Experience supporting customer education programs, training, or event coordination (preferred)
Familiarity with healthcare, medical device, or life sciences industry (preferred)
Exposure to customer journey mapping or voice-of-customer initiatives (preferred)
Experience with customer experience tools, CRM systems, or data analytics platforms (preferred)
Knowledge of KPI development and performance measurement methodologies (preferred)
Project management experience or certification (e.g., PMP, Lean Six Sigma)(preferred)

Benefits

Comp & perks

Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data AnalysisCustomer Journey MappingKPI DevelopmentProject ManagementEvent Coordination

Soft Skills

Strong Communication SkillsInterpersonal SkillsAbility to Manage Multiple Priorities

Certifications

Project Management CertificationLean Six Sigma