Job Function:
Customer Management
Job Sub Function:
External Customer/Product Training
Job Category:
Professional
All Job Posting Locations:
Raritan, New Jersey, 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,locatedin West Chester, PA or in Raynham, MA or Raritan, NJ.
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 individual contributor role focuses on designing andoptimizingthe end-to-end customer journey, ensuring that Institutes programs drive meaningful engagement, satisfaction, and long-term loyalty. 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.
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
Bachelor s degreerequired(Business, Marketing, Education, Healthcare Administration, or related field)
Advanced degree (MBA or relevant Master s) preferred
Required:
Generally requires 02 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)
Demonstrated ability to collaborate in cross-functional team environments
Preferred:
Experience supporting customer education programs, training, or event coordination
Familiarity with healthcare, medical device, or life sciences industry
Exposure to customer journey mapping or voice-of-customer initiatives
Experience with customer experience tools, CRM systems, or data analytics platforms
Knowledge of KPI development and performance measurement methodologies
Project management experience or certification (e.g., PMP, Lean Six Sigma)
Experience working in a matrixed organization
Language requirements: English required
Travel: Up to 1020% domestic travel may be required
Certifications: Notrequired; relevant certifications are preferred
Valid driver s license: Notrequired
Johnson & Johnson announced plans to separate ourOrthopaedicsbusiness toestablisha standaloneorthopaedicscompany, 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.
Required Skills:
Preferred Skills:
Business Development, Customer Support, Customer Support Operations, Customer Support Platforms, Customer Support Trends, Customer Training, Escalation Management, Fact-Based Decision Making, Performance Measurement, Problem Management, Process Improvements, Technical Credibility
The anticipated base pay range for this position is :
102,000.00 - 204,000.00 USD Annual
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company s consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: 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 360 hours within one year of the birth/adoption/foster care of a child Bereavement Leave 20 hours for an immediate family member: 40 hours for an extended family member per calendar year Caregiver Leave 20 hours in a 52-week rolling period10 days Volunteer Leave 24 hours per calendar year Military Spouse Time-Off 20 hours per calendar year For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
