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

Job Function:

Job Sub Function:

Job Category:

All Job Posting Locations:

Job Description:

Key Responsabilities:

• Managing the customer journey: Overseeing the end-to-end customer experience and ensuring consistency and excellence across all touchpoints.

• Develop and implement customer experience strategies that align with business goals and customer needs.

• Be the regional focal point for the E2E Customer Experience framework that measures customer insights, conducts customer journey mapping, and identifies key trouble spots in customer journeys.

• Partner with commercial and deliver operations teams to analyze insights, opportunities and set strategic priorities to deliver the highest value through personalized customer experiences.

• Work closely with Global Customer Collaboration Teams for regional implementations and continuous improvement in the Customer Experience Journey.

• Track and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty.
• Lead and support change management efforts to ensure successful implementation of new initiatives.
• Continuous improvement: Continuously exploring new technologies, trends, and best practices to stay updated and implement innovative solutions for enhancing the customer experience.

Qualifications:

• Completed bachelor’s degree (Business, Economics, Management, Engineering), MBA is a plus.

• Minimum 6 years of experience in E2E supply chain (logistics, customer service, project management); customer experience and customer transformation.

• Project Management: Experience in managing complex projects, including planning, execution, and monitoring.

• Analytical ability to manage information flows and customer data.

• Learning agility

• Strong analytical skills to interpret data, identify trends, and make data-driven decisions.

• Customer-centric mindset and business acumen and understanding of E2E supply chain.

• Collaborative, proactive, and influential profile to manage multiple stakeholders (internal and external) with strong adaptability.

• Leadership profile to execute initiatives based on E2E analysis and exchanges between the operations team and customers.

• Ability to motivate and transform the mindset of people to make them passionate about improving the customer experience.
• Fluent in Spanish, English (oral and written).