Senior Manager, Customer Experience/Vision Care

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:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
People Leader

All Job Posting Locations:
Jacksonville, Florida, United States of America

Job Description:

Johnson & Johnson MedTech Vision Care, a member of Johnson & Johnson's Family of Companies, is currently recruiting for a Senior Manager, Customer Experience, to be located in our Jacksonville FL, location.

At Johnson & Johnson, we believe health is everything.

Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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/ ( https://www.jnj.com/ ).

The Senior Manager, Customer Experience, Learning & AI Enablement leads the transformation of Customer Service capabilities through artificial intelligence, knowledge management, customer insight, quality, learning, and change leadership.

The role ensures that associates and customers can perform more effectively as technology, customer expectations, and business priorities evolve.

This leader moves the function beyond administering training and support programs.

The position is accountable for identifying performance barriers, translating customer and operational signals into action, improving adoption of digital capabilities, and building a culture that continuously asks what can be simplified, automated, learned, or improved.

Purpose

Make employees and customers more capable by turning insight, knowledge, AI, and change into measurable business performance.

Key Role Responsibilities

Customer Experience and Voice of Customer


* Lead the Customer Service voice-of-customer and interaction-insight strategy, including the effective use of Qualtrics and related analytics.



* Identify patterns, pain points, unmet needs, digital-adoption opportunities, and potential growth or cost o...