Description

Johnson & Johnson Technology Services is recruiting for a Manager, Client Experience, End User Services. The team is based out of Raritan, NJ and the position can be located in Raritan or virtual.

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 130 years. We embrace research and science, bringing innovative ideas, products, and services to advance the health and well-being of people. Johnson & Johnson is the world's most comprehensive and broadly-based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. There are more than 260 Johnson & Johnson operating companies employing over 135,000 people, who help deliver products that touch the lives of over a billion people every day throughout the world. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen.

Manager, Client Experience, End User Services, will be responsible for the existing customer experience program and shaping the program’s future state. This role focuses on experience as related to evaluating and improving internal IT support efforts for the global user base of over 150000 employees and contractors. The anticipated base pay range for this position is $97,000- $166,750.

Key Responsibilities:

This individual will:

• Support existing service recovery and sentiment analysis activities to improve a variety of topic areas focused on support efficiencies, channel experiences, and overall support services.
• Partner with service owners to help them understand the importance of experience management, establish deliverables and hold owners accountable to defining action plans
• Identify 2-3 areas of opportunity for each service owner. Measure/track action plan completions and improvements for senior management visibility
• Maintain and expand the proactive framework established in alignment with existing technologies and update with technology advancements
• Based on Data Analysis, identify improvement opportunities that can positively impact the End User journeys
• Contribute to the strategy to expand the program across additional JJT operational teams
• Participate in industry best practices, vendor reviews, and lessons learned to bring innovation to the J&J experience practice

Qualifications

Required:

• Bachelor’s degree or equivalent industry experience
• 3-5 years of experience in IT End User Services/Client Services global support
• Management of a Customer Experience platform is required
• Ability to be customer and employee experience oriented, influence a broad set of diverse internal and external stakeholders
• Data analysis and customer experience/satisfaction experience using analytics platform and skillsets
• Strong supplier management and governance skills

Preferred:

• Possess an in-depth and broad understanding of IT support strategies (e.g. ITIL), processes and operational performance management at a Global and regional level is preferred
• Global large scale organization management experience
• Medallia CX platform
• ServiceNow ITSM experience
• Ability to lead Organizational Change Management

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .