Customer Service Excellence Lead in Leeds

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.

DePuy Synthes is recruiting for a Customer Service Excellence Lead. This hybrid position will be located in Leeds, UK, or Loughborough, Ireland. Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements.

**Job Overview**: The Customer Service Excellence Lead drives excellence across international operations by owning end-to-end process standardisation, governance, performance management, and continuous improvement. Acting as the business process owner for Customer Service operations, this role partners with Supply Chain, IT, Commercial, Finance, international and local market CS leaders, and Global Services (GS) teams to align systems, data, and ways of working. The role ensures scalable, compliant, and integrated service delivery across markets, supported by strong KPI governance, insight-led reporting, and effective oversight of GS performance and execution.

**Key Responsibilities**:

• Own and standardise end-to-end Customer Service processes, defining, documenting, and governing standardised frameworks across international Order to Cash (OTC) systems and core processes to ensure consistency, compliance, and best practice adoption.
• Act as business process owner for Customer Service operations, partnering cross-functionally with Supply Chain, IT, Commercial, Finance, international and local market CS leaders, and GS teams to align systems, data, and processes in support of scalable and integrated service delivery.
• Lead process optimisation and continuous improvement initiatives, identifying inefficiencies and pain points in core processes and driving simplification, automation, and process gap closure to enhance efficiency, compliance, and customer experience.
• Establish Customer Service excellence frameworks and execution governance, building capabilities with local markets to support consistent, efficient, and sustainable implementation of initiatives.
• Provide oversight of GS service delivery, performance, issue resolution, and escalation management, ensuring alignment to agreed service expectations and continuous improvement priorities.
• Develop and govern Customer Service KPIs, performance dashboards, and reporting standards, ensuring insight-driven outputs that tell a clear performance story and enable informed, data-driven decision making across markets.
• Monitor and drive performance against defined service metrics, including OTIF, case resolution, and order cycle time, identifying trends, conducting root cause analysis, and leading actions to close performance gaps.
• Ensure adherence to internal controls, audit requirements, and regulatory or policy obligations across Customer Service operations.
• Prepare and deliver insights, reporting, and recommendations to senior leadership while fostering a culture of accountability, collaboration, and customer focus.

**Qualifications / Education**:

• Required: Bachelor's degree in Business, Operations, Supply Chain, Finance, or a related field.
• Preferred: Master's degree (MBA or equivalent).

**Experience and Skills**:

• Required: 6-8 years of progressive experience in Customer Service operations, international services, commercial operations, process excellence, or related functions.
• Experience acting as a business process owner or leading process standardisation, governance, and continuous improvement across markets.
• Strong understanding of OTC processes, Customer Service operating models, and the systems, data, and controls required to support effective service delivery.
• Demonstrated ability to develop and govern KPIs, dashboards, and insight-led reporting to support performance management and data-driven decision making.
• Proven ability to lead teams, programmes, or large cross-functional initiatives in a matrixed international environment.
• Strong stakeholder management, analytical, communication, and influencing skills, with the ability to drive alignment across functions and markets.

**Other**:

• Language: English (required).
• Travel: Up to 10%, including international travel as required.
• Certifications: Lean, Six Sigma, or customer experience/operations certifications (preferred).

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law.