DePuy Synthes is recruiting for a(n) Institutes Customer Experience Manager,locatedinRaynham, MA;West Chester, PAor Palm Beach Gardens, FL

Johnson & Johnson announced plans to separate our Orthopedics business toestablisha standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation isanticipatedto be completed within 18 to24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may berequired, regulatory approvals and other customary conditions and approvals. Should you accept this position, it isanticipatedthat, following conclusion of the transaction, you would be an employee of DePuySynthesand 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 atan appropriate timeand subject to any necessary consultation processes.

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 andoptimizingthe 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, spaceutilizationstrategies, operational planning, service excellence standards, and customer satisfaction metrics while ensuring alignment with DePuy Synthes businessobjectives. 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:

 Bachelors degreerequired(Business Administration, Marketing, Education, Healthcare Administration, Life Sciences, MedicalEducationor related field)
 Advanced degree (MBA or relevant Masters) preferred

Experience and Skills:

Required:


 Minimum of 6 years of relevant professional experience, including experience in medical education, clinicaltrainingor clinical simulation

 Strong understanding of customer experience and customer success
Strong communicationand interpersonal skills with ability to interact across teams

 Strong project and stakeholder management skills with the ability to lead complex, cross-functional initiatives.

Excellent communication, presentation, facilitation, and influencing skills.
 Analytical skills with ability to interpret data andidentifytrends
 Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Proficiencyin Microsoft Office (Excel, PowerPoint, Word)

 Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.

Demonstratedability to collaborate in cross-functional team environments