Customer Service Digital Innovation & Process Lead

jj; Madrid; Híbrido; EUR 44.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Vacation days

Parental leave

Bereavement leave

Well-being reimbursement

Insurance plans

Descripción de la vacante

Johnson & Johnson in Madrid is seeking a Customer Service Digital Innovation & Process Control Lead to drive digital enablement, process excellence, and continuous improvement across Customer Service operations. You will lead the development and implementation of technology-enabled solutions to enhance customer experience and efficiency.

This role collaborates with cross-functional teams, leverages automation and analytics, and ensures standardized processes with data-driven decision-making to

Formación

• Strong communication and stakeholder management.
• Customer-centric mindset with ability to build relationships with internal and external stakeholders.
• Leadership with ability to influence and drive change.

Responsabilidades

• Lead local and regional projects to improve customer experience, process efficiency, and digital solution adoption.
• Coordinate team operations, including workload distribution, backups, vacation planning, and absence management.
• Drive continuous improvement initiatives, automation, and orchestration using digital tools, AI, and analytics.
• Lead or support Customer Service workstreams in new product introductions, process enhancements, and system implementations.
• Monitor team performance, internal controls, KPIs, and reporting to support data-driven decision-making.
• Ensure proactive issue management, stakeholder communication, and recovery planning.
• Coordinate customer surveys, audits, and compliance-related activities. Oversee system controls, transportation and warehouse issue resolution, and adherence to segregation of duties requirements.
• Collaborate with Customer Service, End-to-End teams, and cross-functional stakeholders to optimize processes and service delivery.
• Maintain product knowledge and ensure full compliance with J&J policies, procedures, and applicable regulations.

Conocimientos

AI Frameworks

AI Prompting

Power BI

Python for Data Analysis

SQL Script

Descripción del empleo

Johnson & Johnson in Madrid is seeking a Customer Service Digital Innovation & Process Control Lead to drive digital enablement, process excellence, and continuous improvement across Customer Service operations. You will lead the development and implementation of technology-enabled solutions to enhance customer experience and efficiency.

This role collaborates with cross-functional teams, leverages automation and analytics, and ensures standardized processes with data-driven decision-making to