Associate Director, Omnichannel

About the role

The Associate Director of Omnichannel leads the development of customer experience (CX) capabilities, shaping strategy, aligning stakeholders, and enabling execution across omnichannel engagement and content transformation for Johnson & Johnson Innovative Medicine.

Key responsibilities

• Shape and advance CX and omnichannel strategy, communicate priorities, and represent Japan business needs in regional initiatives.
• Strengthen the CX operating model, design capability‑building interventions, and embed CX principles into brand engagement planning cycles.
• Provide leadership for content transformation, collaborate across functions, and remove barriers to adoption of new content technologies.
• Leverage data to inform decisions, develop dashboards, and promote a culture of testing, learning, and continuous optimization.
• Lead, coach, and develop the omnichannel activation and content transformation team, fostering a collaborative and inclusive environment.

Required profile

• Strategic thinking with ability to operationalize CX and omnichannel strategies.
• Strong influence and stakeholder management skills across business, platform, content, analytics, medical, compliance, and regional partners.
• Proven change leadership, fostering innovation and managing resistance.
• People development experience, coaching teams and enabling ownership.
• Collaborative leadership to break down silos and promote shared vision.

Required skills

• Analytical thinking to interpret data and derive actionable insights.
• Customer‑centric mindset with deep understanding of CX principles.
• Capability‑building expertise to translate strategy into tools, processes, and governance.
• Digital and omnichannel expertise, including emerging technologies for personalized journeys.
• Minimum 3+ years of experience in healthcare or highly regulated industry; proficiency in English and Japanese.