Customer Journey Engagement Director, Global Customer Solutions, MedTech Supply Chain

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

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Job Function:
Supply Chain Deliver

Job Sub Function:
Deliver Excellence

Job Category:
Professional

All Job Posting Locations:
Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson MedTech - Supply Chain is recruiting for a Customer Journey Engagement Director, located in the United States.

Please note this role may be posted under multiple requisitions to comply with local requirements.

About MedTech

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your work will help patients on their journey to wellness.

Learn more at https://www.jnj.com/medtech

Overview:

We are hiring a customer-led transformation and capability leader to connect the Customer Service Blueprint with the processes, capabilities, investments and partnerships required to deliver the intended customer experience globally.

The Customer Journey Engagement Director will be responsible for a portfolio of customer journey capabilities, each led by a Business Process Owner (BPO), spanning process governance, customer interaction, order connectivity, automation and partnering with additional enabling areas including productivity, vendor management and customer collaboration.

The role leads an integrated team of capability leaders and works closely with regional Customer Service Operations and Product Owners / Technical Owners.

The Director translates Blueprint requirements into a prioritized capability and investment roadmap, enables consistent regional execution, and uses customer outcomes and operational feedback to drive continuous improvement.

Key responsibilities:


* Translate customer expectations and Jobs-to-be-Done captured in the Customer Service Blueprint into clear 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.


* Lead the measurement and continuous improvement of customer outcomes and operational performance, ensuring capability investm...