At a Glance
- Tasks: Lead digital customer experience initiatives and optimise systems for better service efficiency.
- Company: Join Johnson & Johnson, a leader in healthcare innovation with a commitment to diversity.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with international collaboration and excellent career advancement opportunities.
- Why this job: Make a real impact on global health while driving digital transformation in customer service.
- Qualifications: 6-8 years in digital customer experience and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
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.
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 Overview
The Senior Manager, Digital Solutions (EDI/DSOS/Insights) is responsible for leading International digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. As part of the Customer Service International team, this role oversees and optimises the satellite systems that support DELIVER Customer Services and external customers, including DSOS, EDI, OCR, SFDC, and Genesys. The role owns the international customer experience narrative, translating business requirements into customer expectations and partnering end to end across Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers to deliver commercially aligned digital capabilities.
Key Responsibilities
- Lead the International digital customer experience strategy across EDI, DSOS, customer insights, and supporting satellite systems, ensuring alignment to business priorities and external customer needs.
- Oversee and optimise the satellite systems supporting Customer Services and external customers, including DSOS, EDI, OCR, SFDC, and Genesys.
- Own the International customer experience narrative by translating business requirements into customer expectations, service needs, and digital capability priorities.
- Lead the development, prioritisation, and delivery of the digital customer experience capability and technology roadmap, including project portfolio oversight, budget alignment, execution tracking, and status reporting.
- Partner end to end with Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers to identify needs, shape solutions, and deliver commercially aligned digital capabilities with and for external customers.
- Provide people, virtual team, and cross‑functional leadership, creating clarity of direction, accountability, and strong engagement to deliver International digital customer experience priorities.
- Drive governance, adoption, enhancements, and user experience improvements across EDI, DSOS, digital ordering, and customer interaction channels.
- Develop and analyse customer insights and performance metrics to identify trends, risks, opportunities, and recommendations that support leadership decision‑making.
- Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, strengthen automation and digitalisation, and improve service outcomes.
- Ensure compliance with internal controls, data governance standards, and applicable policies.
Qualifications
Required: Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
Preferred: Master’s degree (MBA or equivalent).
Experience and Skills
Required: 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions. Experience leading programmes, platforms, or teams focused on digital enablement or CX improvement. Experience leading and developing people, virtual teams, or cross‑functional groups to deliver complex digital, customer experience, or commercially focused transformation initiatives. Strong analytical skills with experience leveraging data and insights to drive decisions.
Preferred: Experience with EDI, customer portals, or digital ordering platforms. Familiarity with CRM, ERP, or customer analytics tools. Experience in a regulated industry such as medical devices, healthcare, or life sciences. Experience driving digital adoption and change management. Knowledge of Lean, Six Sigma, or continuous improvement methodologies. Demonstrated ability to manage complex, cross‑functional initiatives in a matrixed environment. Excellent written, verbal, and presentation communication skills. Ability to translate business needs into actionable digital solutions.
Other
Language: English (required). Travel: Up to 15%, with domestic and international travel as required. Certifications: Digital CX, analytics, or project management certifications (preferred).
Required Skills: Preferred Skills: Cross-Functional Collaboration, Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Developing Others, Emerging Technologies, Fact-Based Decision Making, Incident Management, Inclusive Leadership, Leadership, Managing Managers, Root Cause Analysis (RCA), Service Request Management, Strategic Thinking, Technologically Savvy.
Senior Manager, Customer Service Digital Solutions in Leeds employer: 8722-DePuy International Limited Legal Entity
As a Production Technician at our Leeds facility, you'll be part of a dynamic team that values innovation and accountability in a supportive work environment. We offer comprehensive training and growth opportunities, ensuring you develop your skills while contributing to high-quality manufacturing processes. Our commitment to safety and compliance, combined with a culture that encourages collaboration and continuous improvement, makes us an exceptional employer in the heart of West Yorkshire.
Contact Details:
8722-DePuy International Limited Legal Entity Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Customer Service Digital Solutions in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 8722-DePuy International Limited Legal Entity. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 8722-DePuy International Limited Legal Entity before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager, Customer Service Digital Solutions in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 8722-DePuy International Limited Legal Entity:Your cover letter is your chance to shine! Tell us why you want to work at 8722-DePuy International Limited Legal Entity specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 8722-DePuy International Limited Legal Entity!
How to prepare for a job interview at 8722-DePuy International Limited Legal Entity
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
