[Innovative Medicine] Associate Director, Omnichannel

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 jnj.com . As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Digital Marketing Job Sub Function: Digital Engagement Job Category: People Leader All Job Posting Locations: Chiyoda, Tokyo, Japan Job Description: 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. Learn more at https://www.jnj.com/innovative-medicine Associate Director Omnichannel, Omnichannel Team, Customer Experience Position Overview: The Associate Director of Omnichannel is a leadership role responsible for building the organization’s CX capabilities by providing direction, alignment, and enablement across omnichannel engagement and content transformation. While dedicated team members will drive day-to-day omnichannel and content transformation workstreams, this role will create the conditions for their success by shaping the CX strategy, clarifying priorities, aligning stakeholders, removing barriers, and strengthening the operating model, governance, and capabilities needed for effective execution. A critical focus of the role is to operationalize CX strategy into day-to-day business ways of working and customer engagement practices, ensuring that strategy is not only understood but embedded into how teams plan, execute, measure, and optimize engagement. The incumbent will support key brands in their engagement planning cycles and help translate omnichannel and content transformation efforts into measurable customer and business impact.

1. CX Strategy & Omnichannel Strategic Leadership Shape and advance JJ IM’s CX and omnichannel strategy by identifying priority capabilities, aligning with business objectives across local and regional stakeholders to shape the strategic direction. Communicate CX strategy, priorities, and expected ways of working in a clear and compelling way to build stakeholder understanding, commitment, and adoption across the organization. Represent Japan business needs in regional omnichannel initiatives, ensuring local priorities are reflected while identifying opportunities that can scale across APAC. 2. CX Capability Building & Operating Model Enablement Strengthen the CX operating model by clarifying roles, decision rights, governance forums, planning routines, and cross-functional collaboration mechanisms needed for effective execution. Design and enable capability-building interventions, practical tools, and learning approaches that help teams adopt CX principles and apply them consistently across brands and channels. Operationalize CX strategy into practical day-to-day business practices, planning routines, governance forums, and customer engagement behaviors that teams can consistently apply across brands and channels. Ensure the team is effectively partnering with business units and key brands to embed CX principles into engagement planning cycles, ensuring plans are anchored in customer needs, HCP