RPAAI Lead

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at .

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 Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Leeds West Yorkshire United Kingdom

Job Description:

DePuy Synthes is recruiting for an RPA/AI Lead Located in Leeds UK or Zuchwil Switzerland or Singapore

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings we recommend focusing on the specific country(s) that align with your preferred location(s):

Leeds UK - Requisition Number: R-087737

Zuchwil Switzerland - Requisition Number: R-089015

Science Park Drive Singapore - Requisition Number: R-089022

Remember whether you apply to one or all of these requisition numbers your applications will be considered as a single submission.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics 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 programs policies and benefit 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 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.
• undefined

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:

Preferred 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
Employment Type : Full-Time
Experience: years
Vacancy: 1