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Director, Content Strategy

hace 2 meses

Bogotá, Bogotá D.E., Colombia Johnson & Johnson Innovative Medicine Brasil A tiempo completo
About the Role

We are seeking a highly skilled Director, Content Strategy & Conversational Design to join our Digital Experience Enablement team at Johnson & Johnson Innovative Medicine Brasil. As a key member of our organization, you will be responsible for leading the development and implementation of our content strategy and conversational design services.

Key Responsibilities
  • Oversee the creation and implementation of knowledge management services for J&J Global Services, ensuring the delivery of exceptional customer service.
  • Lead and guide the Content Strategy & Conversational Design team, promoting a strong focus on customer service and operational excellence.
  • Collaborate with the DXE Product team to develop and mature the Global Services content and conversational design services, aligning with the J&J GS strategy and delivering tangible outcomes.
  • Build actionable and measurable knowledge management programs that enhance the effectiveness of the J&J GS organization and create a world-class experience for customers.
  • Stay informed about industry trends and emerging practices in knowledge management, using innovative technologies to drive value and achieve excellent work performance for J&J.
  • Represent the unique challenges and needs of the CMCD organizations within the broader Digital Experience Enablement team, fostering collaboration and efficient delivery.
  • Build strong relationships with J&J GS leadership and colleagues to facilitate knowledge management processes and effective approaches.
  • Ensure accuracy and currency of knowledge assets through oversight of knowledge management processes, tools, and framework.
  • Discover and promote opportunities for exchanging knowledge that benefits the organization, collaborating with different teams to enhance knowledge management capabilities.
  • Take charge of content and conversational AI initiatives that support the Global Services Strategy and road map.
  • Use data analytics and sentiment analysis capabilities to gain insights into service design and experience trends.
  • Measure the effectiveness of the GS Knowledge Management strategy and maintain overall quality of the Knowledge Management content.
  • Establish and apply a feedback mechanism to integrate acquired knowledge and elevate the customer experience.
  • Stay involved in the Knowledge Management industry, staying updated on trends, advancements, and effective approaches, and providing thought leadership.
  • Support the global culture identity for Global Services Site & Experience and promote achievement and continuous improvement within the team.
  • Collaborate with senior leaders to address organizational and people challenges and foster inclusiveness and multi-cultural engagement.
  • Develop a strong pipeline of global, diverse leaders within Global Services Site & Experience and across Global Services, fostering a Credo-based & High-Performance Culture.
  • Provide leadership, coaching, and feedback to subordinate team members, ensuring their professional growth and development.
Requirements
  • A minimum of a Bachelor's degree is required.
  • At least 10 years of related experience is required.
  • Proven experience with knowledge management strategy definition and implementation.
  • Track record of driving large global transformation programs.
  • Proficiency in conducting business readiness tasks, including managing and planning communication with various parties involved.
  • Experience operating in a matrixed global framework.
  • Strong leadership skills and ability to partner with peers and senior level partners.
  • Ability to advocate for new ideas, concepts, and technologies and gain support from executive leadership.
  • Possess a strong capacity for driving transformation and achieving excellence in operations.
  • Strong capability in assessing, developing, and hiring talent.
  • Ability to establish a culture oriented on customer experience.
  • Demonstrated track record of driving business results and making sound decisions.
  • May require up to 10% domestic and/or international travel.
  • Prior people management experience is required.
Preferred Qualifications
  • Preferred Minimum Education: MBA or equivalent experience.
  • Preferred Area of Study: BA/BS in Business Administration, Economics, Finance, Human Resources, Engineering, IT, Supply Chain, or comparable. Equivalent experience will also be considered.
  • Experienced professional with international exposure in Shared Services, BPO Management, Contact Center Management, User Experience, Technical Writing, Training, Change Management, or Communications related roles.
  • Strong focus on efficient processes.
  • Continuous Improvement mindset and training/certification.
  • Design Thinking or Agile training.
  • Experience with service management tools like ServiceNow and Salesforce.
  • Experience leading organizations and/or projects in user-centric design solutions.
  • Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center).