Director, APSO, Patient & Customer Experience

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

As part of the APAC Commercial Excellence strategy, the Director, APSO, Patient & Customer Experience will lead the APAC Patient Experience and Patient Support Program (PSP) strategy, while also shaping commercial decisioning and the integration of the sales channel into broader Customer Experience (CX). The role will lead the regional direction for Content.ai, Engagement.ai and related decisioning & insights capabilities, prepare markets for future CONNEXT AI capabilities, and ensure the field behaviours, digital content adoption and insight capture required to elevate J&J Innovative Medicine (J&J IM) competitiveness within the APAC Region.

Key Role Accountabilities & Activities:

Patient Experience and Patient Support Programs

• 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 our Regional Business Technology (Technology Product Owner) and market priorities to drive roadmap decisions, capability adoption, and platform value realization.
• Co-create with the PX Marlet Leads patient-centric solutions by addressing key barriers across awareness, diagnosis, access, treatment initiation, adherence, and ongoing support. Explore future insights generation capabilities.
• Ensure compliance across the region by establishing regional guidelines and SOPs for compliant PSP programs, PX initiatives and insights sharing with internal & external stakeholders, partnering closely with Legal, Privacy & Compliance and business counterparts to enable responsible use of patient behaviour and outcomes data.
• Take on the critical role of Regional PX Privacy Stewart – 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.

Commercial AI Business Product Ownership and CONNEXT Readiness

• Leadership of Business Product Owner role(s) ensuring strong leadership of Commercial AI Products in collaboration with Business Technology.
• Ensure clear definition of business requirements and commercial sponsorship to define and execute regional strategy, priorities and value agenda for commercial AI products, including Content.ai, Engagement.ai and related decisioning capabilities such as Pulse Alerts.
• Lead the adaptation with adjacent platform with CONNEXT.
• Define how decisioning, digital engagement, customer signals and insights connect the sales channel with broader CX activity to improve field effectiveness.
• Own the strategic relationship with CONNEXT, SFE and Global teams, ensuring APAC requirements are reflected in future capabilities, and decision rights are clear.
• Set transparent measures for adoption, business impact and value realization; use the evidence to prioritize investment, resolve issues early and scale what works.

Embed “Face-to-Face, amplified by Digital” CX Strategy across APAC

• Drive the adoption of digital-enabled HCP engagement across APAC, ensuring sales representatives routinely use relevant digital content in face-to-face and email interactions, while generating actionable insights to improve field execution and marketing effectiveness.
• Align cross-functional stakeholders: Partner with SFE, Sales Capability, Content & Channel, CONNEXT and market commercial leaders to embed digital engagement into field expectations, training, coaching and performance measures.
• Enable field adoption: Define practical use cases, tools and guidance that make digital content easy and valuable for sales representatives to use in everyday HCP interactions.
• Establish adoption measures: Work with SFE and sales leadership to define clear standards for digital engagement, monitor usage and address barriers to sustained adoption.