Customer Service Excellence Lead

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Leeds West Yorkshire United Kingdom Ringaskiddy Cork Ireland

Job Description:

DePuy Synthes is recruiting for a(n) Customer Service Excellence Lead this Hybrid positionwill 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. 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):

United Kingdom - Requisition Number:088323

Ireland - Requisition Number: 088925

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 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: Bachelors degree in Business Operations Supply Chain Finance or a related field.
• Preferred: Masters degree (MBA or equivalent).

Experience and Skills

Required:

• 68 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.

Preferred:

• Experience in a regulated industry such as medical devices healthcare or life sciences.
• Familiarity with international service delivery models or shared services environments.
• Experience with CRM ERP OTC or Customer Service performance management tools.
• Experience leading operational excellence process optimisation or continuous improvement initiatives.
• Knowledge of Lean Six Sigma or similar methodologies.
• Proven ability to influence and collaborate across a matrixed international organisation.
• Excellent written verbal and presentation communication skills.

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 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 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.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.

#LI-Hybrid

#DePuySynthesCareers

Required Skills:

Preferred Skills:

Communication Continuous Improvement Customer Centricity Customer Engagement Customer Relationship Management (CRM) Customer Support Operations Customer Support Platforms Customer Support Policies and Procedures Customer Support Trends Execution Focus Problem Solving Process Optimization Quality Services Service Excellence Standard Operating Procedure (SOP) Technical Support
Employment Type : Full-Time
Experience: years
Vacancy: 1