Customer Services Digital Lead.

Job content

Caring for the world… one person at a time” inspires and unites the people of Johnson & Johnson. This culture of caring is the focus of our corporate philosophy, that are anchored in the internationally applicable Credo.

DePuy SynthesCompanies of Johnson & Johnson is the largest, most comprehensive orthopedic and neurological business in the world. DePuy Synthes offer an unparalleled breadth and depth of technology, devices, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, cranio-maxillofacial, power tools and biomaterials. Our broad array of inspired, innovative and high-quality offerings, help advance the health and wellbeing of people around the world.

We Are Looking For a Highly Committed

Customer Service Digital Lead based in Zuchwil

(Permanent)

Overview

This role will drive the digitalization journey in the local Customer Service organization, encompassing Data Analytics and E-Capabilities with the ultimate scope of engaging the Customer in an advanced and renovated Customer Experience.The CS Digital Lead will lead the local implementation of the Customer Analytics journey, orchestrating the interaction with the Customers through data and automation in an omni-channel dimension.

Further Responsibilities And Duties Are

• Accountable for driving root-cause analysis and action plan using Tableau and any other available reporting.
• Accountable for Customer Journey Analytics, data mining and insights aggregation, with the objective of designing and leading proactive initiatives to improve Customer Experience whilst driving Operations efficiency.
• Lead Automation & Self-Service adoption trough J&J Customer Connect, EDI and any other system available.
• Accountable for the development and implementation of any new eCapability system and tools.
• Manage eCapability issues escalation and major problem solving.
• Accountable for User Acceptance Testing (UAT) and regression testing for internal systems.
• Ensure internal and external (if needed) systems training.
• Together with the Regional counterparts, co-lead the EMEA eCapabilities & Analyics Community of Practice.
• Lead the digitalization journey within the local team.
• Supervise eCapability & Analytics Specialist(s) ensuring full adherence to Our Credo values.
  
  

Required

Qualifications

• Minimum 5 years of relevant work experience.
• Excellent track record from project management and with clear ability to manage, motivate and influence people.
• Ability to develop close relationships with customers, suppliers, colleagues and senior stakeholders.
• Strong decision-making ability and ability to give clear directions.
• High level knowledge of systems and logistics.
• Good understanding of departmental objectives and how they fit into the wider context.
• Experience from working and leading process work streams.
• Proven experience as an Analytics Specialist or Data Scientist.
• Solid experience in data analysis and reporting; industry experience is a plus.
• Knowledge of Excel, R and SQL; familiarity with business intelligence tools (e.g. Tableau, SAS).
• Superb communication skills.
• Analytical skills and strong organizational abilities.
• Attention to detail.
• Problem-solving aptitude.
  
  

DESIRED

• Experience from Medical Devices industry.
• Experience from working with e-commerce processes.
• Strong knowledge of JDE 8.12, SAP and Master data.
  
  

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.

We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences.

That is why we in Switzerland are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.

Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”!

If you want to be a change agent in a challenging environment and shape the future quality organization, please send us your online application (CV, Motivation Letter, Working References etc.).

Primary Location

Switzerland-Solothurn-Zuchwil-

Organization

Johnson & Johnson AG Switzerland (8550)

Job Function

Operations

Requisition ID

2105988730W