IT Lead – Customer Experience Engineering

6090-Johnson & Johnson Services Inc. Legal Entity; Raritan (NJ); On-site; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson in Raritan, NJ, is seeking an IT Lead – Customer Experience Engineering to lead CX tech strategy, architecture, and delivery in a regulated healthcare environment. You will collaborate with Supply Chain, Commercial, and IT to deliver secure, scalable digital solutions that improve customer experience and operational efficiency.

The role requires 6+ years IT experience with CX and microservices, strong EDI/AI experience, and stakeholder engagement.

Qualifications

• Bachelor's degree in computer science, Engineering, Information Systems, or related STEM field.
• 6+ years of IT experience, including 2-3 years in CX, Supply Chain management, Microservices, Integration patterns.
• Hands‑on experience with EDI (IBM Sterling, OpenText).
• Strong expertise in modern integration and cloud architectures (APIs, event‑driven systems, middleware, SAP BTP-IS).
• Practical experience delivering Agentic AI solutions.
• Excellent communication and senior stakeholder engagement skills.
• Demonstrable experience shaping or leading an integration area, platform, or significant solution at a strategic level.

Responsibilities

• Technology Strategy & Delivery Translate business priorities into clear technical roadmaps, outcomes, and delivery plans aligned with enterprise strategy.
• Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value within Supply chain.
• Engineering, Architecture & Operations Drive and lead scalable EDI solution partnering with different Partners to support all Business needs across regions and internal integration needs.
• Define and govern end‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns.
• Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution, as needed.
• AI & Innovation Derive and lead Innovation with agentic AI platforms or architecting AI‑assisted automation or orchestration for integrations.
• Vendor, Financial & Portfolio Management Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors Align internal roadmaps with vendor roadmaps to maximize value and reduce risk.
• Lead budgeting, financial planning, and cost optimization for CX technology services.
• Regulatory, Security & Compliance Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
• Partner with security and compliance teams to implement controls, audits, and risk mitigation.
• Balance speed, innovation, and risk in a regulated enterprise environment.
• Cross‑Functional Leadership & KPI Ownership Partners across Supply Chain, Commercial, and IT to deliver value iteratively.
• Own CX and operational KPIs, including touchless order rate, order accuracy, time to resolution, CSAT/NPS, and platform reliability.
• Use data and insights to drive measurable outcomes and continuous improvement.

Skills

IT leadership

CX integration

EDI experience

APIs and microservices

AI solutions

stakeholder management

Education

Bachelor's degree in STEM

Tools

IBM Sterling EDI

OpenText

SAP BTP-IS

AWS

Node.js

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions are personal.Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.Learn more at jnj.com As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function: Technology Product & Platform Management

Job Sub Function: Functional Engineering

Job Category: Scientific/Technology All Job Posting Locations: Raritan, New Jersey, United States of America

Job Description

We are searching for the best talent for a IT Lead – Customer Experience Engineering to be located in Raritan, NJ.

Role Summary

This role will lead Global Customer Experience (CX) Engineering capabilities in a highly regulated healthcare environment. This role has end‑to‑end accountability for technology strategy, architecture, engineering delivery, and operations across Touchless order automation and Microservices. The role partners closely with business and technology leaders across Supply Chain, Commercial, and IT to deliver secure, scalable, and integrated digital solutions that improve customer experience, operational efficiency, and business outcomes.

Key Responsibilities

• Technology Strategy & Delivery Translate business priorities into clear technical roadmaps, outcomes, and delivery plans aligned with enterprise strategy.
• Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value within Supply chain.
• Engineering, Architecture & Operations Drive and lead scalable EDI solution partnering with different Partners to support all Business needs across regions and internal integration needs.
• Define and govern end‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns.
• Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution, as needed.
• AI & Innovation Derive and lead Innovation with agentic AI platforms or architecting AI‑assisted automation or orchestration for integrations.
• Vendor, Financial & Portfolio Management Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors Align internal roadmaps with vendor roadmaps to maximize value and reduce risk.
• Lead budgeting, financial planning, and cost optimization for CX technology services.
• Regulatory, Security & Compliance Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
• Partner with security and compliance teams to implement controls, audits, and risk mitigation.
• Balance speed, innovation, and risk in a regulated enterprise environment.
• Cross‑Functional Leadership & KPI Ownership Partners across Supply Chain, Commercial, and IT to deliver value iteratively.
• Own CX and operational KPIs, including touchless order rate, order accuracy, time to resolution, CSAT/NPS, and platform reliability.
• Use data and insights to drive measurable outcomes and continuous improvement.

Required Qualifications

Bachelor’s degree in computer science, Engineering, Information Systems, or related STEM field. 6+ years of IT experience, including 2-3 years in CX, Supply Chain management, Microservices, Integration patterns. Hands‑on experience with EDI (IBM sterling, OpenText). Strong expertise in modern integration and cloud architectures (APIs, event‑driven systems, middleware, SAP BTP-IS). Practical experience delivering Agentic AI solutions. Excellent communication and senior stakeholder engagement skills. Demonstrable experience shaping or leading an integration area, platform, or significant solution at a strategic level.

Preferred Qualifications

Hands‑on experience enabling and onboarding EDI trading partners. Experience in healthcare or regulated life sciences. Experience with Microservices with AWS tech stack and EDI standards. Experience with cloud‑native tech stacks (AWS preferred) and practical experience building services in Node.js (or equivalent). Understanding for SAP BTP-IS integration suite.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

#JNJTECH

Required Skills: Preferred Skills: The anticipated base pay range for this position is : $94,000.00 - $151,800.00

Additional Description for Pay Transparency

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period10 days
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions are personal.Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.Learn more at https://www.jnj.com/.

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