Customer Service Digital Innovation and process Control Lead

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.

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Overall purpose of job

The Customer Service Digital Innovation & Process Control Lead is responsible for driving digital enablement, process excellence, and continuous improvement across Customer Service operations. This role leads the development and implementation of innovative, technology-enabled solutions that enhance customer experience, increase operational efficiency, and strengthen end-to-end process performance. By leveraging automation, analytics, and strong partnerships with technical service providers and cross-functional stakeholders, the role ensures robust, standardized processes, promotes best practices, and supports data-driven decision-making to deliver exceptional service to customers and business partners.

• →Strong communication and stakeholder management skills.
• →Customer-centric mindset with the ability to build effective relationships with internal and external stakeholders.
• →Excellent collaboration and cross-functional teamwork capabilities.
• →Strong analytical, problem-solving, and organizational skills with high attention to detail.
• →Demonstrated leadership skills with the ability to influence and drive change.
• →High level of integrity, accountability, and professionalism.
• →Results-oriented with a proactive approach and strong sense of urgency.
• →Adaptable and resilient in a fast-paced, changing environment.
• →Continuous improvement mindset with a passion for innovation and operational excellence.