About the Role
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.
Job Function: Marketing
Job Sub Function: Strategic Marketing
Job Category: People Leader
Location: West Chester, Pennsylvania, United States of America
Customer Engagement Strategy | Academic Medical Center Liaison | Thought Leader & Cross-Functional Leadership
The Director, Customer Experience will lead the development and execution of an enterprise-wide customer engagement strategy that strengthens DePuy Synthes' relationships with key healthcare professionals, thought leaders, Academic Medical Centers (AMCs), and strategic partners. This role will establish the governance, processes, and cross-functional alignment needed to coordinate customer engagement across Marketing, R&D, Clinical and Medical Affairs, Regulatory, Professional Education, Health Economics and Market Access, and other business functions. The Director will lead a field-based team responsible for priority AMC relationships and serve as the primary point of contact for AO North America. The successful candidate will bring extensive experience engaging healthcare professionals, leading in a matrix environment, influencing without authority, and translating customer insights into strategic priorities and coordinated execution. This role requires strong leadership, collaboration, negotiation, and change-management capabilities, along with a demonstrated ability to build trusted internal and external relationships and deliver sustained business results.
The Director, Customer Experience will report to the Vice President, Trauma & Extremities.
Responsibilities
•Lead the development and execution of the thought leader engagement strategy, including an integrated cross-functional plan for contacts and activities.
•Create a strategic framework and establish engagement governance (communication rhythm, stakeholder touchpoints, etc.) between the business and thought leaders.
•Lead and help shape the strategy developed with functional platform leaders across marketing, clinical affairs, medical affairs, regulatory, R&D and other corporate functions in support of DePuy Synthes strategic plans and business objectives.
•Identify, cultivate, and maintain professional relationships with health care professionals (HCPs) and define appropriate engagement activities.
•Develop and execute the commercial engagement plan and maintain relevant customer relationship management (CRM) tool.
•Support key opinion leaders (KOLs) by triaging and coordinating requests from across the organization.
•Partner cross-functionally to develop and execute aligned external engagement strategies across stakeholder groups.
•Provide leadership and insights to DePuy Synthes senior leaders to inform priorities, activities and thought leader engagements.
•In partnership with commercial leadership, develop national AMC strategy and translate into coordinated account execution.
•Manage the Atlas toolkit and AMC Value proposition development and communication.
•Manage field-based team that owns relationship with key stakeholders at priority AMCs, develop annual account engagement plans for AMCs, drive engagement by residents and fellows with our future leaders offerings, surface future target KOLs, and identify future AMC engagement opportunities.
•Become the primary point of contact for AO North America, developing relationships with key leadership and driving change management within the relationship.
•This role may require 20-40% travel.
Qualifications
•A minimum of a Bachelor's degree is required.
•A minimum of 10 years of relevant business experience is required.
•Experience and success working with and interacting with health care professionals (HCPs) and key opinion leaders (KOLs) is required.
•Ability to influence without authority and work with cross-functional teams in the development and delivery of brand strategic imperatives is required.
•Demonstrated success of collaboration with critical internal and external stakeholders and substantial customer interface is required.
•Track record of driving necessary strategic change to meet changing business needs is required.
•Understanding of business processes, high negotiation skills and a passion to achieve sustained, superior results are required.
•Strong background of regional execution, developing marketing capabilities including market insights, understanding KOL development and regulatory environment is highly preferred.
•Experience successfully managing in a matrix environment is required.
Note on Business Separation
On October 14, 2025, Johnson & Johnson announced plans to separate its Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. It is anticipated that following conclusion of the transaction, the employee would be an employee of DePuy Synthes, with employment governed by Orthopaedics employment processes, programs, policies, and benefit plans. Details of any planned changes would be provided at an appropriate time and subject to any necessary consultation processes.
Preferred Skills
Brand Marketing, Brand Positioning Strategy, Business Alignment, Business Storytelling, Business Valuations, Consulting, Critical Thinking, Cross-Functional Collaboration, Customer Intelligence, Data Analysis, Data-Driven Decision Making, Developing Others, Digital Strategy, Execution Focus, Financial Analysis, Go-to-Market Strategies, Inclusive Leadership, Industry Analysis, Leadership, Market Research, Negotiation, Problem Solving, Product Development Lifecycle, Product Portfolio Management (+4 more)
