At a Glance
- Tasks: Lead digital platforms to enhance customer service and improve user experiences.
- Company: Join Johnson & Johnson, a leader in healthcare innovation.
- Benefits: Inclusive work environment, competitive salary, and opportunities for growth.
- Other info: Dynamic role with cross-functional collaboration and potential for international travel.
- Why this job: Make a real impact on healthcare solutions while developing your career.
- Qualifications: Bachelor's degree and 4+ years in digital customer platforms or related fields.
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.
DePuy Synthes is recruiting for a Digital Customer Platforms Lead. Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programmes, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
Job Overview
The Digital Customer Platforms Lead is responsible for the business ownership, coordination and continuous improvement of the digital platforms and satellite systems that support International Customer Service, external customer interactions, self-service channels and assisted service journeys. Acting as the functional SME lead, this role owns the business process and user experience view of the end-to-end digital customer journey, ensuring platforms such as EDI, DSOS, SFDC, Genesys, OCR and related customer interaction channels are understood, governed, prioritised and improved in line with International business needs. Working closely with Customer Service, Commercial, Supply Chain, Finance, Technology, the RPA/AI Lead and external customers, the role translates operational requirements into practical platform enhancements that improve ease of doing business, service efficiency, data quality, self-service adoption, assisted service effectiveness and customer experience.
Key Responsibilities
- Act as the functional SME lead for International Customer Service digital platforms, self-service channels, assisted service tools and customer interaction channels.
- Provide business ownership and day-to-day coordination across EDI, customer portals, DSOS, SFDC, Genesys, OCR and related satellite systems that enable digital ordering, self-service and assisted service.
- Maintain a clear view of platform performance, customer and user pain points, adoption trends, issue themes, enhancement opportunities and business priorities across International markets.
- Translate Customer Service and customer requirements into clear business needs, user stories, process requirements and enhancement requests for Technology and delivery partners.
- Support governance, prioritisation and tracking of platform enhancements, ensuring changes are aligned to business value, customer experience and operational efficiency.
- Track and communicate the impact of platform improvements, including adoption, channel shift, service efficiency, issue reduction and customer experience outcomes.
- Partner with Customer Service, Commercial, Supply Chain, Finance, Technology and external customers to resolve platform issues and improve digital ordering, self-service adoption and assisted service experiences.
- Work closely with the RPA/AI Lead to identify where platform processes, data flows or user journeys could be improved through automation or AI-enabled solutions.
- Develop and maintain platform documentation, process flows, training materials and user guidance to support adoption and consistent ways of working.
- Provide insight, recommendations and escalation support to Customer Service leadership on digital platform risks, opportunities and improvement priorities.
Qualifications
Education
- Required: Bachelors degree in Business, Information Systems, Operations, Analytics, or a related field.
- Preferred: Masters degree (MBA or equivalent).
Experience and Skills
- Required: 4+ years of progressive experience in digital customer platforms, customer operations, customer service systems, analytics, or related business functions, with demonstrable experience as a platform, process, or customer operations SME.
- Hands-on experience supporting, improving or acting as business owner for customer-facing platforms, digital ordering channels, CRM tools or operational systems.
- Demonstrated ability to lead through expertise, influence and cross-functional collaboration without direct senior manager accountability.
- Strong analytical and problem-solving skills, with the ability to use data, user feedback and process insight to drive practical platform improvements.
Preferred:
- Experience with EDI, customer portals, digital ordering platforms, self-service channels or assisted service tools.
- Familiarity with CRM, ERP, contact centre, workflow, analytics or customer interaction platforms.
- Experience in a regulated industry such as medical devices, healthcare, or life sciences.
- Experience improving digital adoption, channel shift, user engagement or change management across customer service processes.
- Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
- Demonstrated ability to coordinate complex, cross-functional platform or process improvements in a matrixed environment.
- Excellent written, verbal, and presentation communication skills.
- Ability to translate business needs, customer pain points and process requirements into actionable digital platform improvements.
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:
- Analytical Reasoning
- Coaching
- Communication
- Customer Centricity
- Customer Experience Management
- Customer Retentions
- Customer Support
- Customer Support Operations
- Customer Support Trends
- Emerging Technologies
- Issue Escalation
- Presentation Development
- Problem Solving
- Service Request Management
- Technical Support
- Training People
Digital Customer Platforms Lead in Leeds employer: J&J Family of Companies
At Johnson & Johnson MedTech, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Clinical Specialist in Lancashire, you will have the opportunity to make a meaningful impact on patient care while receiving comprehensive training and support for your professional growth. Our commitment to employee development, coupled with our focus on cutting-edge technology in healthcare, ensures that you will thrive in a dynamic environment dedicated to excellence.
Contact Details:
J&J Family of Companies Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Platforms Lead in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at J&J Family of Companies. 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 J&J Family of Companies 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 Digital Customer Platforms Lead 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 J&J Family of Companies:Your cover letter is your chance to shine! Tell us why you want to work at J&J Family of Companies 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 J&J Family of Companies!
How to prepare for a job interview at J&J Family of Companies
✨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.
