Vice President, Customer Engagement Strategy and Transformation

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.

About the Role

The VP, Customer Engagement Strategy and Transformation will set the strategy and execution of the global Customer Engagement Strategy (e.g., CONNEXT CRM Program, Generative Engine Optimization, Content Management System) for J&J Innovative Medicine to drive competitiveness, execution, and optimization of IM Customer engagement efforts. This includes defining use cases, identifying fit-for-purpose customer engagement capabilities, scaling these capabilities across therapeutic areas (TAs), and operationalizing the next generation of customer engagement capabilities across the Global Commercial Strategy Organization (GCSO).

This leader will steer the Customer Engagement Strategy across regions and functions, influencing budget and delivery, including governance to ensure efficient, synergistic, and effective implementation. The role spans all TAs and functions in GCSO, partnering across legal, healthcare compliance (HCC), privacy, regions, and IT. The VP will also connect CRM efforts across R&D, Commercial, and Global Medical Affairs, ensuring consistency in customer engagement across the value chain.

The Global Customer Engagement Transformation Leader will shape, influence, and drive the implementation and optimization of CRM and other business products, partnering with Global Commercial Data, Digital and AI teams, Global Medical Affairs, regional teams, Med Info leaders, Regulatory, Legal/Privacy, and technology teams. This role co-leads the management and tracking of the global transformation budget ($140MM) alongside IT, assessing financial value capture (KPIs: ROI, NPV, IRR). The position reports to the Chief Global Commercial Data and AI Officer, GCSO.

This position is based in Raritan, New Jersey or Horsham, Pennsylvania and requires approximately 25% domestic and international travel.

Responsibilities

• Set and lead the enterprise-wide strategy for global customer engagement transformation across regions, establishing priorities, standardization, and investment focus for critical “must-win” business processes and capabilities.
• Own the global product strategy and roadmap for customer engagement capabilities, including content management and related platforms, ensuring enterprise consistency while enabling regional and market flexibility.
• Drive executive alignment on the end-to-end customer engagement model across customer-facing roles, ensuring compliant, scalable orchestration in accordance with Safety/PV, Quality, Regulatory, Legal, and Healthcare Compliance requirements.
• Chair and lead enterprise customer engagement governance forums, including the Customer Engagement Steering Committee and CONNEXT-related decision bodies, to set strategic direction, prioritize investments, and drive cross-regional execution of AI-enabled customer engagement initiatives.
• Shape and influence the future-state customer engagement ecosystem across global functions and R&D, including initiatives such as One Line of Sight, Customer 360, and H1 migration to CONNEXT, to strengthen enterprise connectivity across the value chain.
• Lead global deployment and adoption of content management and other strategic customer engagement capabilities, with accountability for implementation effectiveness, business value realization, and long-term scalability.
• Lead an organization of 5 Sr. Director and Director-level leaders, and over 10 indirect reports within GCSO, building leadership capability, setting clear priorities, and ensuring strong execution across a complex matrixed environment.
• Oversee the external partner ecosystem across strategic technology providers, including Salesforce (CRM), Veeva (Content Management), cloud providers, and data/context layer providers, to drive innovation, delivery excellence, and enterprise-scale capability advancement.
• Provide external thought leadership and represent J&J in relevant industry forums and strategic partnerships to shape the future customer engagement agenda, strengthen market positioning, and inform the enterprise roadmap.

Requirements

• BA/BS; MS/MBA or PhD preferred.
• 15+ years of experience, including significant leadership in global, enterprise-wide transformation, product strategy, and cross-functional business capability deployment in complex, highly matrixed organizations.
• Extensive pharmaceutical, biotech, or life sciences experience with deep expertise in customer engagement, commercial and/or medical affairs transformation, business product ownership, and enterprise capability deployment.
• Demonstrated success leading global, enterprise-wide transformation programs that span regions, functions, and business units, with accountability for strategy, prioritization, governance, execution, and measurable business outcomes.
• Proven ability to operate as an enterprise leader across commercial, medical, R&D, and enabling functions, driving alignment and decision-making across a complex stakeholder landscape including IT, Legal, Privacy, HCC, Regulatory, and regional leadership teams.
• Strong experience setting global strategy and governance models that balance enterprise standardization with regional and local market needs, including clear decision rights, exception management, and compliance controls.
• Demonstrated executive decision-making capability, including investment prioritization, complex tradeoff management, risk-based decision-making, and oversight of business value realization tied to adoption, ROI, operational effectiveness, and compliance.
• Proven success influencing and partnering with VP and C-suite leaders to shape enterprise strategy, secure alignment, and advance transformational change across a global organization.
• Deep knowledge of CRM-enabled and other customer engagement capabilities and related commercial and medical business processes, with the ability to connect product, process, data, and technology strategies to enterprise priorities and customer impact.
• Strong organizational leadership experience, including leading leaders, building high-performing teams, and managing direct and indirect talent in a global matrixed environment.
• Experience managing large-scale external partner ecosystems and senior vendor relationships to deliver strategic capabilities and innovation at enterprise scale.
• Executive communication, facilitation, and influencing skills, with the ability to simplify complex issues, drive decisions, and align diverse stakeholders around enterprise priorities.
• Ability to operate effectively across geographies and time zones; domestic and international travel may be required.

Skills

• Business Transformation
• Global Strategy
• People Leadership
• Advanced Analytics
• Business Continuity Management (BCM)
• Commercial Management
• Consulting Engagement Management
• Data Privacy Standards
• Data Science
• Data Structures
• Developing Others
• Digital Fluency
• Digital Strategy
• Forward Thinking
• Inclusive Leadership
• Leadership
• Leading Change
• Negotiation
• Product Portfolio Management
• Stakeholder Management
• Strategic Thinking

Pay

The anticipated base pay range for this position is $218,000.00 - $401,350.00.