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

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. Job Function: Supply Chain Deliver Job Sub Function: Deliver Excellence Job Category: Professional All Job Posting Locations: Raritan, New Jersey, United States of America Job Description: Johnson & Johnson MedTech - Supply Chain is recruiting for a Customer Journey Engagement Director, located in the United States. Please note this role may be posted under multiple requisitions to comply with local requirements. About MedTech Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your work will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech Overview: We are hiring a customer-led transformation and capability leader to connect the Customer Service Blueprint with the processes, capabilities, investments and partnerships required to deliver the intended customer experience globally. The Customer Journey Engagement Director will be responsible for a portfolio of customer journey capabilities, each led by a Business Process Owner (BPO), spanning process governance, customer interaction, order connectivity, automation and partnering with additional enabling areas including productivity, vendor management and customer collaboration. The role leads an integrated team of capability leaders and works closely with regional Customer Service Operations and Product Owners / Technical Owners. The Director translates Blueprint requirements into a prioritized capability and investment roadmap, enables consistent regional execution, and uses customer outcomes and operational feedback to drive continuous improvement. Key responsibilities: Translate customer expectations and Jobs-to-be-Done captured in the Customer Service Blueprint into clear process, capability and investment priorities. Lead and align the Customer Journey Engagement portfolio across Process Architecture & Governance, Order to Invoice, Customer Interaction, Automation and Order Connectivity. Lead the measurement and continuous improvement of customer outcomes and operational performance, ensuring capability investments deliver measurable value. Define and maintain a multi-year capability and investment roadmap, balancing customer value, operational needs, risk, scalability and business priorities. Establish an integrated governance model that enables peer capability leaders to make coordinated decisions across processes, data, technology, controls and deployment. Ensure the Process Architecture & Governance capability maintains Blueprint methodology, process taxonomy, standards, decision rights and cross-portfolio coherence. Partner with Product Owners and Technical Owners to translate business requirements into product roadmaps, technology solutions and tools;   Partner with regional Customer Service Operations to deploy capabilities into roles, procedures, training, system configuration and performance routines, while allowing appropriate regional adaptation within global guardrails. Guide Order Connectivity capabilities across EDI, API and emerging channels to improve reliable, scalable customer-to-J&J transaction exchange. Guide Customer Interaction capabilities across CRM, case management, telephony and customer portal solutions to support consistent customer interactions and self-service. Advance automation and AI opportunities that simplify work, improve productivity and reduce non-value-added activity across the customer journey. Provide direction for vendor management, productivity management and differentiated customer collaboration approaches for priority strategic customers. Define measures of success for capability investments and use customer outcomes, operational insights, local requirements and performance data to inform prioritization and continuous improvement. Build, coach and develop a global organization of capability leaders and professionals; establish clear mandates, shared accountability, effective partnerships and a strong customer-focused culture. Qualifications Education: Bachelor’s degree required; advanced degree preferred. Experience and skills — Required: 12+ years of experience leading global customer service, process, capability, systems or business transformation in a complex multi-region environment. Strong track record leading multi-functional teams and aligning process, technology, commercial and operational stakeholders around shared customer outcomes. Demonstrated experience translating customer journeys, service blueprints   into process, capability and investment roadmaps. Experience with customer-facing and transactional capabilities such as CRM, case management, telephony, portals, order management, EDI/API, automation or comparable solutions. Demonstrated ability to partner effectively with Product Owners, Technical Owners, Commercial teams and regional Operations to shape requirements, priorities and deployment plans. Experience establishing governance, prioritization, performance measures and continuous-improvement mechanisms across a global portfolio. Strong people leadership, ent