Global Customer Journey Director, Solutions Excellence

Johnson & Johnson Co.; Raritan (NJ); On-site; USD 150,000 - 259,000; Full time

Job summary

Johnson & Johnson MedTech in the United States seeks a Customer Journey Engagement Director to lead a global portfolio of customer journey capabilities, aligning governance, processes and investments to deliver the intended customer experience.

You will partner with Product Owners, regional operations and technical teams to translate Blueprint requirements into roadmaps, drive automation and AI opportunities, and build a high-performing, global team.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• Experience leading global customer service, process and transformation in a multi-region environment (12+ years).
• Experience translating journeys/blueprints into roadmaps and investments.
• Experience with CRM, case management, telephony, EDI/API, automation or similar solutions.

Responsibilities

• Translate customer expectations and Jobs-to-be-Done into priorities.
• Lead and align the Customer Journey Engagement portfolio across multiple domains.
• Measure and improve customer outcomes and operational performance.
• Define multi-year capability/investment roadmaps; enable regional execution.
• Partner with Product Owners/Technical Owners to translate requirements into roadmaps and tools.
• Deploy capabilities with regional operations and ensure governance across portfolios.

Skills

Leadership

Program management

Stakeholder management

Customer journey

CRM

Automation & AI

Vendor management

Cross-functional collaboration

Education

Bachelor’s degree

Advanced degree preferred

Tools

Microsoft Dynamics

Genesys

SAP

Customer portals

Job description

Johnson & Johnson MedTech in the United States seeks a Customer Journey Engagement Director to lead a global portfolio of customer journey capabilities, aligning governance, processes and investments to deliver the intended customer experience.

You will partner with Product Owners, regional operations and technical teams to translate Blueprint requirements into roadmaps, drive automation and AI opportunities, and build a high-performing, global team.