Global Customer Journey & Experience Leader

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

Benefits offered by this job

Long-term incentive program

401(k) plan

Paid time off

Job summary

Johnson & Johnson MedTech is seeking a Customer Journey Engagement Director in the United States to lead a customer-led transformation across CRM, order connectivity, automation and governance to deliver a superior global customer experience.

You will translate blueprints into roadmaps, partner with Product Owners and regional operations, drive measurable outcomes, and build a global team of capability leaders able to scale across regions.

Qualifications

• 12+ years leading global customer service and transformation.
• Translate customer journeys, service blueprints into roadmaps and investments.
• Experience with CRM, case management, telephony, portals, EDI/API or equivalents.
• Strong leadership and cross-functional alignment to drive outcomes.

Responsibilities

• Translate customer expectations into priorities and roadmaps.
• Lead portfolio across Process Architecture, Order to Invoice, CRM, Automation.
• Measure customer outcomes and drive continuous improvement.
• Define multi-year capability and investment roadmap with governance.
• Partner with Product Owners, Technical Owners and operations to deploy capabilities.

Skills

Global customer service

Process transformation

Cross-functional leadership

Roadmap & governance

CRM / case management / EDI/API

Vendor management collaboration

Communication & influencing

Education

Bachelor’s degree

Advanced degree preferred

Tools

Microsoft Dynamics

Genesys

SAP

Customer portals

EDI/API

Job description

Johnson & Johnson MedTech is seeking a Customer Journey Engagement Director in the United States to lead a customer-led transformation across CRM, order connectivity, automation and governance to deliver a superior global customer experience.

You will translate blueprints into roadmaps, partner with Product Owners and regional operations, drive measurable outcomes, and build a global team of capability leaders able to scale across regions.