Customer Journey Engagement Director, Global Customer Solutions, MedTech Supply Chain

Johnson & Johnson

Johnson & Johnson MedTech seeks a Customer Journey Engagement Director to lead global supply chain customer service transformation. The role translates customer expectations into capability and investment priorities while managing a portfolio of process, technology, and operational leaders across multiple regions.

Responsibilities

Translate customer expectations from service blueprints into prioritized process, capability, and investment roadmaps
Lead integrated portfolio of customer journey capabilities spanning process architecture, order management, customer interaction, and automation
Establish governance model enabling capability leaders to coordinate decisions across processes, data, technology, and deployment
Partner with Product and Technical Owners to translate business requirements into product roadmaps and technology solutions
Build and coach global organization of capability leaders while driving customer-focused culture and accountability

Requirements

Bachelor's degree required; advanced degree preferred
12+ years leading global customer service, process, or transformation in complex multi-region environments
Track record aligning multi-functional teams around shared customer outcomes and operational priorities
Experience translating customer journeys and service blueprints into process and investment roadmaps
Familiarity with customer-facing solutions: CRM, case management, telephony, portals, order management, EDI/API, automation
Ability to partner with Product Owners, Technical Owners, and regional operations on requirements and deployment
Experience establishing governance, prioritization frameworks, and continuous-improvement mechanisms across global portfolios

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Vacancy posted 5 days ago

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