Customer Journey Engagement Director – Global Customer Solutions

About the role

Johnson & Johnson MedTech Supply Chain is seeking a senior leader to drive customer‑led transformation and capability development worldwide. The Director will connect the Customer Service Blueprint with processes, investments and partnerships to deliver a consistent, high‑quality customer experience.

Key responsibilities

• Translate customer expectations from the Service Blueprint into prioritized process, capability and investment roadmaps.
• Lead a portfolio covering Process Architecture, Order‑to‑Invoice, Customer Interaction, Automation and Order Connectivity.
• Define and maintain a multi‑year capability and investment roadmap balancing value, risk and scalability.
• Establish integrated governance for coordinated decisions across data, technology and controls.
• Partner with Product and Technical Owners to shape product roadmaps and deploy capabilities regionally.
• Guide Order Connectivity (EDI, API) and Customer Interaction (CRM, case management, telephony, portals) improvements.
• Advance automation and AI initiatives to boost productivity and reduce non‑value‑added work.
• Build, coach and develop a global team of capability leaders, fostering a customer‑focused culture.

Required profile

• 12+ years leading global customer service, process or business transformation in a multi‑region environment.
• Proven ability to align cross‑functional teams around shared customer outcomes.
• Experience translating service blueprints into actionable roadmaps.
• Strong people leadership, enterprise influence and commercial judgment.

Required skills

• Microsoft Dynamics
• Genesys
• SAP
• CRM, case management, telephony, customer portals
• Order management, EDI/API integration
• Automation and AI technologies