Customer Experience Lead

At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity.

Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough.

Our vision is to be the best-in-class Health & Wellness organization by leveraging the commercial strategy to deliver competitive advantage and value creation for the consumer, customer, and J&J. And as part of one of the largest and most diverse healthcare companies in the world, our brands leverage the company’s world-class research tools and scientific prowess to provide consumers across the globe with innovative consumer medicines, skin, baby, and essential health solutions.

We are searching the best talent for CUSTOMER EXPERIENCE LEAD to be in Bogotá.

Purpose: Project leader in Customer Experience LATAM, responsible for diagnosis the business needs, propose project management methodologies and strategies, monitor/control all initiatives till their completion and closure. Lead critical business projects, implement continuous improvement processes and work in conjunction with team members and partners to identify common root causes to design solutions that increase efficiency and customer experience.

You will be responsible for:

- Design and implement the regional Customer Experience Capabilities & Solutions roadmap to leverage best in class processes, standards and enabling technologies.
- Drive service excellence and operational efficiency through continuous improvement processes design.
- Perform as a Project leader, monitor progress and performance against timelines and provide regular updates to stakeholders.
- Partner with Regional and Global leadership teams, driving collaboration among different areas (Segment, Customer Service, IT and RDEX), supporting backorder communication strategy, proactive communication to customers, Customer connectivity strategy and other RDEX Global and Regional initiatives
- Consolidate and present information to partners and senior management in a clear and concise manner that allows management to make strategic decisions. Review, analyze, and streamline metrics to add deeper business perspective.
- Effectively connect with business partners or peers across sectors, countries, and functions.
- Think big, invent, and take ownership on customer challenges. Bring the best Continuous improvement and Project Management skills to the team, to our customers, proactively help solve the customer’s challenges through new ideas, tools and mechanisms.

**Qualifications**
Qualifications and requirements:

- Bachelor’s Degree required, preferably in Supply Chain/ Operations Management / Project Management/ Business Admin / Industrial engineering.
- Minimum 6 year of experience working in Project Management, Continuous improvement, and effective capability build-up into the organization
- Is re quired experience working in a global/regional function and matrix environment, complex system deployment for large organization
- Demonstrable achievements and experience in project management inside areas of Distribution and Transportation/Customer Service, leading multifunctional projects, including project governance and risk management.
- Proven track record of developing and building diverse, high-performance teams with a strong sense of mission
- Experience leading project management organizations and driving significant system deployment engagements
- Comfortable working with enterprise-level platforms and technologies
- Project management and project monitoring experience (PM certification is a plus)
- Knowledge of process optimization methodologies (LEAN, 6Sigma, etc ) is a plus
- Fluent English both verbally and written. Portuguese is a plus

**Primary Location**
Colombia-Distrito Capital de Bogotá-Bogotá
- **Organization**
Johnson & Johnson de Colombia S.A. (7755)
**Job Function**
Operations
**Requisition ID**
2206014177W