Description
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:
Data Analytics & Computational SciencesJob Sub Function:
Business IntelligenceJob Category:
ProfessionalAll Job Posting Locations:
Bogotá, Distrito Capital, ColombiaJob Description:
As a Customer Collaboration Lead, you will play a critical role in shaping how the organization understands, engages, and responds to customer needs.
You will be responsible of defining and leading the strategy for the Customer Collaboration program, aligning how the organization partners with customers and translates their needs into business impact. You will be responsible for transforming customer feedback, collaboration outcomes, and market insights into clear priorities and actionable initiatives assuring that customer needs are not only heard, but embedded into business decisions, operational improvements, and digital capabilities.
By fostering cross-functional alignment and enabling co-creation, you will accelerate high-quality decision-making and drive measurable improvements in both customer experience and business performance.
Customer Insights & Strategy
- Build and drive the Voice of the Customer strategy, translating feedback and insights into clear actions and priorities.
- Analyze the root cause of problems and develop a deep understanding of the business.
- Ensure a differentiated experience for strategic customers by maintaining and/or improving benchmark scores from Customer Experience Surveys.
- Identify opportunities to improve customer experience and lead initiatives with measurable business impact.
Customer Collaboration & Value Delivery
- Define and lead the Customer Collaboration strategy, ensuring alignment with business priorities and customer needs.
- Work closely with Global Customer Collaboration teams to drive regional implementation and continuous improvement of the customer experience journey.
- Lead workshops, listening sessions, and co-creation initiatives with customers and internal stakeholders.
Collaborate to optimize the balance between service and cost, supporting growth plans and contributing to P&L through efficiency and savings initiatives in partnership with the E2E Supply Chain.
Requirements
- Fluent in Spanish, English and Portuguese (oral and written)
- Advanced proficiency in PowerPoint and data analysis tools (Excel, Power BI or similar).
- Completed bachelor’s degree (Business, Economics, Management, Engineering).
- Minimum 3 years of experience in E2E supply chain, customer experience, customer success, consulting, operations, or transformation roles.
- Experience leading workshops with internal and external stakeholders, managing and following multiple action plans with different areas.
- Proven experience working cross-functionally and influencing stakeholders without direct authority.
- Customer-centric mindset and business acumen and understanding of E2E supply chain.
- Strong analytical capabilities, with the ability to translate data and insights into actionable strategies.
- Collaborative, proactive and influential profile to manage multiple stakeholders (internal and external) with strong adaptability.
- Leadership profile to execute initiatives based on E2E analysis and exchanges between the operations team and customers.
- Ability to motivate and transform the mindset of people to make them passionate about improving the customer experience.
- Proactive, collaborative, and solutions-oriented mindset with high learning agility.
- Domestic and international travel may be required up to 30% of the time, depending on the initiatives.
Required Skills:
Preferred Skills:
Advanced Analytics, Analytical Reasoning, Business Behavior, Business Intelligence (BI), Cross-Functional Collaboration, Data Analysis, Data Integration, Data Modeling, Data Privacy Standards, Data Reporting, Detail-Oriented, Management Systems Implementation, Problem Solving, Process Oriented, Project Management, Statistical Analysis Systems (SAS) Programming, Workflow Analysis