Customer Service Digital Innovation & Process Lead

Johnson & Johnson; Madrid; Presencial; 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 is seeking a Customer Service Digital Innovation & Process Control Lead in Madrid to drive digital enablement, process excellence, and continuous improvement across Customer Service operations.

You will lead development and implementation of technology-enabled solutions that enhance customer experience, increase efficiency, and strengthen end-to-end performance, leveraging automation, analytics, and cross-functional partnerships.

Formación

• Strong analytical, problem-solving, and collaboration skills.
• Experience with data analytics and BI tools is preferred.
• Experience in Customer Service operations or digital transformation is a plus.

Responsabilidades

• Lead digital enablement and process improvement across Customer Service operations.
• Drive automation and analytics initiatives to enhance customer experience.
• Coordinate cross-functional teams and manage project delivery for new products and systems.
• Monitor KPIs, controls, and reporting to support data-driven decisions.
• Collaborate with IT, E2E teams, and external providers to optimize processes.

Conocimientos

AI Frameworks

AI Prompting

Power BI

Python for Data Analysis

SQL Script

Descripción del empleo

Johnson & Johnson is seeking a Customer Service Digital Innovation & Process Control Lead in Madrid to drive digital enablement, process excellence, and continuous improvement across Customer Service operations.

You will lead development and implementation of technology-enabled solutions that enhance customer experience, increase efficiency, and strengthen end-to-end performance, leveraging automation, analytics, and cross-functional partnerships.