Manager, Digital CX (EDIJJCCInsights)

DePuy Synthes is recruiting for a Manager Digital CX (EDI/JJCC/Insights) this hybrid position will be located in Rayhnam MA (USA). Alternate Hybrid locations maybe considered at Raritan NJ (USA); West Chester PA (USA); Palm Beach Gardens FL (USA); Raritan NJ (USA.

Johnson & Johnson announced plans to separate our Orthopedics business toestablisha standalone orthopedics companyoperatingas DePuy Synthes. The process of the planned separation isanticipatedto be completed within 18 to24 months subject to legal requirements including consultation with works councils and other employee representative bodies as may be regulatory approvals and other customary conditions and approvals. Should you accept this position it isanticipatedthat following conclusion of the transaction you would be an employee of DePuySynthesand 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 atan appropriate timeand subject to any necessary consultation processes.

Job Overview

The Manager Digital CX (EDI/JJCC/Insights)is responsible forleading digital customer experience initiatives that improve ease of doing business service efficiency and datadriven decisionmaking. This role oversees electronic data interchange (EDI) Johnson & Johnson Customer Connect (JJCC) and customer insights capabilities to ensure consistent highquality digital interactions. The Manager partners crossfunctionally to drive adoption performance and continuous improvement of digital CX solutions that directly enhance customer satisfaction and operational effectiveness.

Key Responsibilities

• Lead digital customer experience (CX) strategy and execution across EDI JJCC and customer insights platforms.

• Oversee performance adoption and optimization of EDI and digital ordering/interaction channels.

• DriveJJCCgovernance enhancements and user experience improvements in partnership with IT and business stakeholders.

• Develop and analyze customer insights and performance metrics toidentifytrends risks and improvement opportunities.

• Partnerwith Customer Service Sales Finance Supply Chain and Global Services teams to align digital CX solutions with business needs.

• Lead continuous improvement initiatives to increase digital adoption reduce manual effort and improve service outcomes.

• Ensure compliance with internal controls data governance standards and applicable policies.

• Support roadmap development prioritization and implementation of digital CX capabilities.

• Prepare and deliver insights recommendations and performance updates to leadership.

Qualifications

Education

• Required:Bachelors degree in Business Information Systems Operations Analytics ora relatedfield.

• Preferred: Masters degree (MBA or equivalent).

Experience and Skills

Required:

• 68years of progressive experience in digital customer experience customer operations analytics or related business functions.

• Experience leading programs platforms or teams focused on digital enablement or CX improvement.

• Strong analytical skills with experienceleveragingdata and insights to drive decisions.

Preferred:

• Experience with EDI customer portals or digital ordering platforms.

• Familiarity with CRM ERP or customer analytics tools.

• Experience in a regulated industry such as medical devices healthcare or life sciences.

• Experience driving digital adoption and change management.

• Knowledge of Lean Six Sigma or continuous improvement methodologies.

• Demonstrated ability to manage complex crossfunctional initiatives in a matrixed environment.

• Excellent written verbal and presentation communication skills.

• Ability to translate business needs into actionable digital solutions.

Other

• Language: English (required).

• Travel: Up to 20% primarily domestic with limited international travel.

• Certifications: Digital CX analytics or project management certifications (preferred).

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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.

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