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Head of Customer Experience

2 weeks ago

North Ryde, Australia Johnson & Johnson Full time

**Job Function**:
Project/Program Management Group
**Job Sub Function**:
Project/Program Management
**Job Category**:
Professional
**All Job Posting Locations**:
North Ryde, New South Wales, Australia

**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.

**THE OPPORTUNITY**

Industry leading customer experience is a critical enabler to drive competitiveness and improve patient outcomes. As the Head of Customer Experience, ANZ you will be responsible for building best in class customer experience across ANZ while working closely with the Customer Experience Centre of Excellence (CX CoE) to shape, refine and deliver the APAC CX strategy.

Partnering with the CoE you will co-create new approaches to improve our marketing operations and translate locally to execute personalised engagement through content strategy, omnichannel orchestration, integrated content development, and CX analytics, leveraging complementary and enabling capabilities in data science and advanced analytics.

This is a 12-month opportunity.

**RESPONSIBILITIES**
- Commercial Excellence Strategy: Collaborate with CE and Brand teams to enhance the APAC Customer Experience strategy, ensuring industry-leading customer experiences in ANZ.
- Integrated Content Development: Partner with the CX CoE to innovate content production, leading personalization efforts and executing content strategy in tandem with marketing teams.
- Omnichannel Orchestration: Advance the omnichannel plan alongside marketing teams to meet customer engagement goals, focusing on content strategy and analytics.
- Marketing Excellence Technologies: Shape technology strategies for marketing and sales operations, collaborating with IT to foster a data-driven culture.
- Data Science Execution: Work with the Data Science CoE and brand teams to deploy customer engagement strategies aligned with APAC objectives.
- Customer Experience Analytics: Develop and implement CX analytics to boost customer satisfaction and engagement, leveraging insights for strategic decisions.
- Thought Leadership: Provide insights on emerging technologies and recommend enhancements to customer engagement models in the J&J context.
- Change Leadership: Guide the ANZ organization through change, evolving business models to strengthen customer experience and capabilities.
- Leadership: Lead and empower a team of experts in strategic execution, collaborating with ANZ commercial leaders to drive innovative solutions and support team development.

**ABOUT YOU**

**Skills & Competencies**
- Strategic thinking
- Innovative mindset
- External orientation with ability to translate external insights to business outcomes
- Expert Stakeholder management and ability to lead transformational change in complex, matrix environments
- Excellent verbal, written communication and facilitation skills
- Ability to navigate ambiguity while driving change

**Experience or qualifications that are critical to this position**
- Marketing experience (desirable)
- Expertise in Martech/Marketing automation and platform capabilities
- Experience working in an Agile environment (desirable)
- Experience leading a team
- Bachelor’s degree in marketing, communications and/or science