Customer Service Digital Innovation and process Control Lead

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:
Madrid, Spain

Job Description:

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 unique talents will help patients on their journey to wellness.

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

Overall purpose of job

The Customer Service Digital Innovation & Process Control Lead is responsible for driving digital enablement, process excellence, and continuous improvement across Customer Service operations.

This role leads the development and implementation of innovative, technology-enabled solutions that enhance customer experience, increase operational efficiency, and strengthen end-to-end process performance.

By leveraging automation, analytics, and strong partnerships with technical service providers and cross-functional stakeholders, the role ensures robust, standardized processes, promotes best practices, and supports data-driven decision-making to deliver exceptional service to customers and business partners.

Key responsibilities:



* Lead local and regional projects to improve customer experience, process efficiency, and digital solution adoption.


* Coordinate team operations, including workload distribution, backups, vacation planning, and absence management.


* Drive continuous improvement initiatives, automation, and orchestration using digital tools, AI, and analytics.


* Lead or support Customer Service workstreams in new product introductions, process enhancements, and system implementations.


* Monitor team performance, internal controls, KPIs, and reporting to support data-driven decision-making.


* Ensure proactive issue management, stakeholder communication, and recovery planning.


* Coordinate customer surveys, audits, and compliance-related activities.


* Oversee system controls, transportation and warehouse issue resolution, and adherence to segregation of duties requirements.


* Collaborate with Customer Service, End-...