Senior Manager, Patient Experience

As part of the Road to 10 Strategy, Janssen Asia Pacific has identified best-in-class Patient Experiences as a critical enabler to achieving business ambitions. As such, a revitalized approach to Patient Solutions has been identified as a foundation element of our strategy.

In the newly created Senior Manager, Patient Experience role, you will be responsible for building an industry leading capability in patient experience across the APAC region. You will enable deep insights, action orientation and measurement of impact across the patient journey and will be responsible for elevating and enabling a regional approach through change management principles, and capability development leveraging regional scale and cutting-edge technology.

These programs are critical in the way that we bring products to market and support Quality Use of Medicines to ensure an industry leading customer and patient experience. You will bring your deep understanding of how best to support patients on their treatment journey and a passion for exploring new approaches to enable the APAC markets to deliver a compelling value proposition and seamless experience for customers and patients alike.

In carrying out your role, you will demonstrate an unwavering commitment to compliance, quality, customer centricity and patient safety. You will have the ability to deliver on current business requirements whilst future proofing our offerings through innovation and refinement.

**Key Role Accountabilities & Activities**:
Lead and Enable Regional Patient Experience
- Identify and leverage best practice amongst the programs and create operational efficiencies across the organisation
- Develop business partnership with the key markets by building and leveraging constructive working relationships with relevant stakeholders across the business; collaborating and delivering value through thought leadership and deep customer understanding to develop a regional capability
- Understand the dynamics of each Therapy Area (TA) and patient journey to co-create programs or offerings which are relevant for market situations and aligned to business strategy
- Network both internally within Janssen, and outside of Janssen to keep abreast of industry trends and best practice
- Create a framework anchored in human centered design that gathers deep insights, identifies pain points and gain points and makes them actionable through moments that matter
- Create and embed patient experience principles that help create a consistent approach and experience across Business Units
- Drive initiatives that will champion a patient centric, insights-based culture across the organisation
- Create and champion compliant ways to bring patient insights and voices into the organisation at key decision points

**Qualifications**
- Tertiary qualification in medicine, pharmacy, life science, pharmaceutical or related degree
- Minimum of 5 years’ experience in the pharmaceutical, healthcare or related business industry
- Demonstrated ability to lead large scale projects, Patient Experience transformation an asset
- Understanding of health policy issues
- Demonstrated track record in leading transformational change in complex, matrix environments
- Proven ability to influence effectively
- Patient solutions launch experience required
- Experience with implementation of modular patient experience framework
- Strong project planning and implementation skills with demonstrated ability to manage multiple complex and high priority projects
- Strong interpersonal and communication skills
- Expert collaboration and coordination skills
- Strong problem-solving ability
- Change management skills to support integration of programs and solutions into the business
- Ability to deal with ambiguous and complex situations
- Strong working knowledge of Credo, MA, HCBI

**Primary Location**
Singapore-Singapore-Singapore
- **Organization**
Johnson & Johnson Pte. Ltd. (8435)

**Job Function**
Strategic Planning

**Requisition ID**
2206046473W