Digital Innovation & Process Lead – Customer Service

Johnson Johnson; Madrid; Presencial; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

Johnson & Johnson MedTech 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. This role leads the development and deployment of technology-enabled solutions, leveraging AI and analytics to enhance customer experience and operational efficiency.

You will coordinate cross-functional teams, ensure data-driven decisions, and deliver exceptional service to

Formación

• Strong communication and stakeholder management.
• Customer-centric mindset with the ability to build relationships with internal and external stakeholders.
• Analytical, problem-solving, and organizational skills.
• Leadership and change-management capabilities.

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 CS 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 CS, End-to-End teams, and cross-functional stakeholders to optimize processes and service delivery.
• Maintain product knowledge and ensure full compliance with Johnson & Johnson policies, procedures, and applicable regulations.

Conocimientos

AI Frameworks

AI Prompting

Power BI

Python for Data Analysis

SQL Script

Customer Centricity

Customer Interactions

Customer Service Philosophy

Customer Support Operations

Customer Support Platforms

Descripción del empleo

Johnson & Johnson MedTech 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. This role leads the development and deployment of technology-enabled solutions, leveraging AI and analytics to enhance customer experience and operational efficiency.

You will coordinate cross-functional teams, ensure data-driven decisions, and deliver exceptional service to