CUSTOMER EXPERIENCE LEAD - COLOMBIA/BOGOTA

Job Description: At Johnson & Johnson, the largest healthcare company in the world, we come together with one purpose: to profoundly change the trajectory of health for 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 next move could mean our next breakthrough Purpose of Position Be a key player in the Latam Digital Transformation of Deliver organization, being responsible for understanding end-to-end Customer Connectivity processes. Design and implement the regional Customer Experience Capabilities & Solutions roadmap to leverage best in class processes, standards and enabling technologies. Key Responsibilities: Design, communicate, and implement CX Digital initiatives, for completing large-scale and complex projects from start to finish, on time and within budget. Monitor progress and performance against timelines and provide regular updates to stakeholders. Drive the definition of Customer Connectivity strategy with global and regional teams. Ensure that these definitions will allow to leverage or build proper customer solutions with internal and external partners. Manage and structure customer connectivity improvement initiatives, working in collaboration with suppliers and different stakeholders within J&J improving the users experience. Partner with Regional and Global leadership teams, driving collaboration among different areas (Segment, Customer Service, IT and RDEX), planning and supporting CX Digital program, Customer connectivity strategy and other RDEX Global and Regional initiatives Control and review contractual terms and conditions for Connectivity providers, interpreting contract policies, operating practices, and performance standards within the Contracts team. Monitor performance indicators to track providers performance, in order to guarantee extraordinary experiences for our customers, and to replicate and standardize the best practices. Think big, invent and take ownership on customer challenges. Bring the best of JnJ Connectivity strategy to our customers, proactively help solve the customer’s challenges through new ideas, tools and mechanisms. Qualifications Qualifications Education & Experience Bachelor’s Degree required, preferably in Supply Chain / Operations Management / Computer Science / Engineering / Statistics. Required Strong experience working in digital transformation environment and effective capability build-up into the organization Required Experience with enterprise scale infrastructure or development-based cloud programs/projects in e-commerce, user experience and/or customer connectivity. Required Experience working in a global/regional function and matrix environment, complex system deployment for large organization Required Strong expertise across SC areas (e.g., Distribution and Transportation, Customer Service) Required. Demonstrable achievements and experience in project management and direction of 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 Desirable Project management and project monitoring experience Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus Desirable Advanced English both verbally and written Required. Portuguese Desirable Primary Location Colombia-Distrito Capital de Bogotá-Bogotá- Organization Johnson & Johnson de Colombia S.A. (7755) Job Function Operations Requisition ID 2105989737W