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 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 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:

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 investments deliver measurable value.
• Define and maintain a multi-year capability and investment roadmap, balancing customer value, operational needs, risk, scalability and business priorities.
• Establish an integrated governance model that enables peer capability leaders to make coordinated decisions across processes, data, technology, controls and deployment.
• Ensure the Process Architecture & Governance capability maintains Blueprint methodology, process taxonomy, standards, decision rights and cross-portfolio coherence.
• Partner with Product Owners and Technical Owners to translate business requirements into product roadmaps, technology solutions and tools;  
• Partner with regional Customer Service Operations to deploy capabilities into roles, procedures, training, system configuration and performance routines, while allowing appropriate regional adaptation within global guardrails.
• Guide Order Connectivity capabilities across EDI, API and emerging channels to improve reliable, scalable customer-to-J&J transaction exchange.
• Guide Customer Interaction capabilities across CRM, case management, telephony and customer portal solutions to support consistent customer interactions and self-service.
• Advance automation and AI opportunities that simplify work, improve productivity and reduce non-value-added activity across the customer journey.
• Provide direction for vendor management, productivity management and differentiated customer collaboration approaches for priority strategic customers.
• Define measures of success for capability investments and use customer outcomes, operational insights, local requirements and performance data to inform prioritization and continuous improvement.
• Build, coach and develop a global organization of capability leaders and professionals; establish clear mandates, shared accountability, effective partnerships and a strong customer-focused culture.

Qualifications

Education:

• Bachelor’s degree required; advanced degree preferred.

Experience and skills — Required:

• 12+ years of experience leading global customer service, process, capability, systems or business transformation in a complex multi-region environment.
• Strong track record leading multi-functional teams and aligning process, technology, commercial and operational stakeholders around shared customer outcomes.
• Demonstrated experience translating customer journeys, service blueprints   into process, capability and investment roadmaps.
• Experience with customer-facing and transactional capabilities such as CRM, case management, telephony, portals, order management, EDI/API, automation or comparable solutions.
• Demonstrated ability to partner effectively with Product Owners, Technical Owners, Commercial teams and regional Operations to shape requirements, priorities and deployment plans.
• Experience establishing governance, prioritization, performance measures and continuous-improvement mechanisms across a global portfolio.
• Strong people leadership, enterprise influence, commercial judgment and communication skills, with the ability to lead through a peer-based operating model.

Preferred:

• Experience with customer journey management, service blueprinting, business process architecture, process standardization or global governance models.
• Practical experience with Microsoft Dynamics, Genesys, SAP, customer portals or comparable enterprise platforms.
• Experience with B2B connectivity, EDI/API ecosystems, digital order channels or complex customer integrations.
• Background in regulated environments such as healthcare or life sciences and familiarity with relevant compliance expectations.
• Experience scaling automation, AI or productivity initiatives based on measurable business and customer outcomes.
• Experience working across global and regional Customer Service organizations and with outsourced operational partners is a plus.

Other:

• Language requirements: English required; other languages a plus depending on location.
• Travel: Approximately 10% globally (may vary by program needs; occasionally up to 20%).
• Reporting: Reports to Senior Director, Global Customer Solutions Excellence.
• Scope: Global.

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.

Required Skills:

Preferred Skills:

Analytical Reasoning, Cross-Functional Collaboration, Demand Forecasting, Distribution Management, Distribution Resource Planning (DRP), Financial Competence, Leadership, Lean Supply Chain Management, Operational Excellence, Order Management, Organizing, Process Optimization, Procurement Policies, Strategic Supply Chain Management, Tactical Planning, Technical Credibility, Volatility, Uncertainty, Complexity, and Ambiguity (VUCA) Readiness

The anticipated base pay range for this position is :

$150,000.00 - $258,750.00

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)).

This position is eligible to participate in the Company’s long-term incentive program.

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