Medical Customer Experience Lead, Asia Pacific

Medical Customer Experience Lead, Asia Pacific 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. Learn more at

https://www.jnj.com

Job Function:

Medical Affairs Group

Job Sub Function:

Medical Affairs

Job Category:

People Leader

All Job Posting Locations:

Beijing, China; Chiyoda, Tokyo, Japan; North Ryde, New South Wales, Australia; Seoul, Korea, Republic of; Singapore, Singapore

Job Description:

The goal of the Asia Pacific Medical Excellence team is to drive insight led, impact oriented and consistent quality across Therapeutic Areas and to build capabilities for the future in Medical Affairs in Asia Pacific. The Medical Customer Experience Lead, as a key member of the Asia Pacific Medical Excellence team, is responsible for shaping, implementing, and championing an innovative, industry‑leading Medical Customer Engagement strategy across J&J Innovative Medicine Asia Pacific. By leveraging insights, driving data foundation and advanced analytics in Medical Affairs, and adoption of cutting‑edge digital and AI tools, the role drives enhanced customer value, competitiveness, and strengthened scientific impact across the region.

Responsibilities:

Drive the implementation and integration of innovative and industry leading Medical Omnichannel model to transform and elevate medical customer engagement.

Support launch excellence and field medical efficiencies by enhancing and promoting the adoption of advanced Medical Customer Engagement model.

Lead continuous enhancements as Regional Business Product owner for existing and new digital solutions such as iMedical CRM and ME.ai to ensure business relevance and impact to field medical teams.

Champion the adoption of new ways of working among the Local Market Medical Customer facing teams and cross functional teams through purposeful change management initiatives.

Develop impact measures to track meaningful customer engagement, voice of customer and other metrics to measure progress and impact of our Medical omnichannel customer engagement strategy.

Enable consistency in Strategic alignment to Field Medical Activities supported by Medical Customer Engagement solutions.

Ensure clear governance and principles of Medical Customer Engagement solutions.

Partner with Technology, Data Science, and Local MAF teams to advance AI, data foundation and analytics capabilities, and develop data foundation and infrastructure requirements for greater customer centricity.

Integrate customer actionable insights from existing and new data sources that inform and enhance medical customer experience in collaboration with data science team and MAF TA teams.

Build a culture of data literacy, data discipline and data-driven decision making across Medical Affairs function in partnership with other functions and markets.

Explore new industry trends and best practices to develop capabilities in digital, data and analytics in Medical Affairs.

Partner with Global Medical Affairs team to implement new initiatives and strategic frameworks and processes to drive medical adoption and external scientific engagement across Asia Pacific.

Requirements:

University degree in health sciences, business or equivalent is required.

An advanced degree in science or business is preferred.

Deep understanding of various medical customer engagement channels including digital channels focused on customer experience and quality scientific exchange.

Good understanding of healthcare compliance principles, drug safety and pharmacovigilance and the role of the MSL.

Experience of launching new Technology, Data & Analytics tools/platforms in collaboration with IT teams to drive performance.

Experience within quantitative analysis related fields applying analytics and insights for business decisions (research, analytics, forecasting, etc.).

Demonstrated ability to lead cross functional teams with outstanding communication and interpersonal skills to activate and engage others.

Project management and/or process excellence skills are an advantage.

A minimum of 5 years of experience in R&D, Medical Affairs or a related function within the Pharmaceutical or Healthcare industries is required.

Fluency in English.

Excellent communication skills, both written and verbal, and strong interpersonal skills.

Excellent organisational skills and time‑management skills.

Flexibility for up to 30% Regional and International travel, and working outside of normal working hours due to meetings across time zones.

Fluency in English

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