Sr. Mgr., Customer Experience & Insights

Design, launch and run a global VOC program (surveys, NPS, VOC collection) with a regular reporting cadence and governance. Synthesize qualitative and quantitative insights into concise, commercial-facing narratives (success stories, return on investment cases, executive briefs). Surface insights via data mining, drive root-cause analysis of customer feedback, and partner to prioritize systems/process remediation. Build an insight-to-action engine: prioritize findings, partner with cross-functional owners to pilot changes, and measure outcomes. Lead internal communications and executive briefings that raise the visibility and credibility of Customer Solutions across the enterprise. Act as the external-facing voice for Customer Solutions: present at customer meetings, industry forums, and commercial pitches as needed. Partner with Marketing, Commercial, Product and Regional leads to translate insights into adoption plans and enablement assets. Define and track impact metrics (adoption, revenue-influence, NPS/CSAT delta) and continuously refine measurement approaches. Maintain VOC toolset and dashboards, ensuring data integrity and accessibility for partners.

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. As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

• Bachelor’s degree required; advanced degree (MA/MBA) preferred.

• 8+ years of experience in customer insights, VOC, customer experience, or commercial-facing analytics.

• Strong storytelling and executive communication skills—able to craft persuasive narratives for senior leaders and customers.

• Proven experience designing and running VOC programs (surveys, NPS, VOC synthesis) and converting insights into prioritized actions.

• Demonstrated partner management across regions and functions; ability to influence without direct authority.

• Data literacy: comfortable with quantitative and qualitative analytics, and translating findings into measurable business outcomes.

• Comfortable presenting externally and “being on the circuit” with customers and industry audiences.

• Experience in healthcare, life sciences, or regulated environments (preferred).

• Familiarity with VOC and survey platforms (e.g., Qualtrics), and dashboarding tools (Power BI, Tableau) (preferred).

• Background working with commercial teams to create sales enablement assets or return on investment calculators (preferred).

• Track record of launching pilots that scaled into repeatable commercial plays (preferred).

• Language requirements: English required; additional languages (French, German, Spanish, Czech) a plus depending on location.

• Travel: Approximately 25% domestic and/or international.