Customer Service Digital Innovation & Process Lead

8500-Johnson & Johnson, S.A. Legal Entity; Madrid; Presencial; EUR 44.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Vacation days

Well-being programs

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 development and implementation of technology-enabled solutions that enhance customer experience and efficiency.

The role emphasizes cross-functional collaboration, data-driven decision-making, and strong leadership to deliver robust, standardized processes while partnering

Formación

• Strong communication and stakeholder management skills.
• Customer-centric mindset with ability to build effective relationships.
• Excellent collaboration and cross-functional teamwork capabilities.
• Strong analytical, problem-solving, and organizational skills with high attention to detail.
• Demonstrated leadership skills with the ability to influence and drive change.
• High level of integrity, accountability, and professionalism.
• Results-oriented with a proactive approach and strong sense of urgency.
• Adaptable and resilient in a fast-paced, changing environment.
• Continuous improvement mindset with a passion for innovation and operational excellence.

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.

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 development and implementation of technology-enabled solutions that enhance customer experience and efficiency.

The role emphasizes cross-functional collaboration, data-driven decision-making, and strong leadership to deliver robust, standardized processes while partnering