At a Glance
- Tasks: Lead the charge in automating customer service with AI and innovative tech solutions.
- Company: Join Johnson & Johnson, a leader in healthcare innovation and inclusivity.
- Benefits: Enjoy competitive pay, health perks, and opportunities for remote work.
- Other info: Dynamic role with international exposure and excellent growth potential.
- Why this job: Make a real impact on global healthcare while advancing your career.
- Qualifications: Degree in relevant fields and experience in automation or AI preferred.
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 RPA/AI Lead is responsible for defining, owning, and delivering the international automation and artificial intelligence roadmap for Customer Service. This is an international, business-led role strongly aligned to the global strategy teams, ensuring automation priorities are connected to broader strategic direction, transformation goals, and business value. The role identifies, prioritises, and embeds automation opportunities that improve efficiency, compliance, customer experience, and business performance across end-to-end Customer Service and Supply Chain processes. Acting as the strategic bridge between business stakeholders and technical delivery teams, the RPA/AI Lead translates operational needs into practical, scalable, and well-controlled solutions that deliver measurable value.
Key Responsibilities:
- Own and maintain the international automation and AI roadmap for Customer Service, aligned to business objectives, global strategy, and transformation priorities.
- Partner with functional leaders, process owners, and operational teams to identify, assess, and prioritise automation opportunities that improve efficiency, compliance, customer experience, scalability, and performance.
- Translate process needs, pain points, data inputs, and business requirements into practical automation and AI-enabled solutions.
- Shape and support delivery of automated processes in line with design principles, governance, change control, and operational readiness requirements.
- Maintain clear documentation for requirements, workflow logic, design decisions, operating procedures, testing, change control, and support models.
- Support testing, UAT, deployment, adoption, roll-out, troubleshooting, and ongoing improvement of automation solutions.
- Manage delivery against project plans, communicating progress, risks, dependencies, decisions, and required change control actions.
- Act as the key business liaison between stakeholders, process owners, operational teams, and technical delivery partners to ensure solutions meet business needs and are adopted effectively.
- Develop training and knowledge-sharing materials to build understanding, adoption, and sustainable use of automation capabilities.
- Monitor benefits, identify improvement opportunities, and stay informed on relevant automation, AI, and digital technology trends.
Qualifications:
- Bachelors degree in Business, Operations, Supply Chain, Finance, Technology, Engineering, or a related field is required.
- Masters degree, MBA, or equivalent postgraduate qualification is preferred.
Experience and Skills Required:
- Strong understanding of business-led process automation, intelligent automation, and AI-enabled opportunities in operational environments.
- Ability to translate business needs, process requirements, pain points, and data inputs into clear automation opportunities and delivery priorities.
- Strong written communication skills, including documenting processes, requirements, decisions, test procedures, adoption materials, and governance clearly.
- Working knowledge of workflow logic, process mapping, and analytical tools, including intermediate spreadsheet capability or equivalent.
- Familiarity with change control, governance expectations, controlled delivery environments, and delivery methodologies such as Agile, Waterfall, or V-Model.
- Strong interpersonal, communication, influencing, problem-solving, analytical, and process improvement skills.
- Ability to work across cross-functional teams in a matrixed international environment.
Preferred:
- Experience in a regulated industry such as medical devices, healthcare, or life sciences.
- Familiarity with international service delivery, shared services, or global Supply Chain operating models.
- Experience improving customer service, order-to-cash, performance management, or end-to-end Supply Chain processes through automation or digital improvement initiatives.
- Experience leading cross-functional automation, digital, operational excellence, process optimisation, or continuous improvement initiatives.
- Knowledge of Lean, Six Sigma, workflow design, value stream assessment, automation operating models, AI use cases, or digital adoption approaches.
- Proven ability to influence and collaborate across a matrixed, international organisation.
Other:
- Language: English (required).
- Travel: Up to 10%, including international travel as required.
- Certifications: Lean, Six Sigma, or customer experience/operations certifications (preferred).
Required Skills:
- Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Fact-Based Decision Making, Process Improvements, Service Request Management, Technical Credibility, Technologically Savvy.
RPA/AI 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 RPA/AI 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 RPA/AI 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.
