Global Customer Journey Transformation Director

Antler

Raritan (NJ)

On-site

USD 150,000 - 259,000

Full time

7 days ago

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Benefits offered by this job

Vacation policy (time off)

Sick time

Holiday pay

Parental Leave

Volunteer Leave

Military Spouse Time-Off

Job summary

Johnson & Johnson MedTech is seeking a Customer Journey Engagement Director in the United States to lead a global portfolio of customer journey capabilities, aligning processes and investments with the Customer Service Blueprint.

You will translate blueprint requirements into roadmaps, enable regional execution, drive automation and AI opportunities, and partner with Product Owners to deliver measurable value for priority customers.

Qualifications

Bachelor’s degree required; advanced degree preferred.
Experience translating journeys into roadmaps and capabilities.
Strong knowledge of CRM, EDI/API, and customer-service tech.

Responsibilities

Translate customer expectations into process, capability, and investment priorities.
Lead and align the Customer Journey Engagement portfolio across Process Architecture & Governance, Order to Invoice, Customer Interaction, Automation and Order Connectivity.
Define a multi-year capability and investment roadmap balancing customer value, operational needs, risk, scalability and business priorities.
Collaborate with Product Owners and Technical Owners to translate business requirements into product roadmaps, technology solutions and tools.
Guide regional deployment and governance to enable regional execution within global guardrails.
Measure customer outcomes and drive continuous improvement of capability investments.