Customer Excellence & Business Transformation Director

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. Learn more at https://www.jnj.com

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About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for Customer Excellence & Business Transformation Director role.

Purpose: As a key member of the Italian Leadership Team, the Customer Excellence & Business Transformation Director drives strategic initiatives to enhance customer engagement, optimize business processes, and support innovation across the Innovative Medicine Italy organization. This role leads cross-functional teams in Business Intelligence, CRM, Digital Strategy, Early Products, Learning&Development and Events, ensuring alignment with company objectives and EMEA processes.

You will be responsible for:

• Customer Experience Strategy: Develop and implement comprehensive strategies to improve customer engagement, satisfaction, and loyalty across all touchpoints.
  • Increase competitiveness with unique customer experience and compete to win share of voice and quality of voice
  • Ensure CRM adoption and development as a hub of customer engagement according to the right data strategy
  • Deliver AI-enabled personalized omnichannel engagement (JOE) across Company’s Brands and maximize the scientific impact of our medical interactions
  • Develop and refine the digital strategy of J&J Italy including go-to-market and operating models
  • Support the digital commercial and medical customer engagement plan developing omnichannel strategies and executes accordingly the action plans
  • Partner closely with the regional team at EMEA level in order to influence implementation of Content Excellence, Campaign Measurement and Production Hub
• Business Transformation: Lead end-to-end transformation projects aimed at streamlining operations, adopting digital technologies, and fostering a culture of continuous improvement.
  • Ensure close alignment with EMEA on key (transformational) programs, co-create aligned approach with EMEA and other local OpCos
  • Drive Artificial Intelligence (Gen AI) implementation, working closely with regional teams and leading local initiatives aiming at increased adoption, knowledge and support change management processes
• Stakeholder Collaboration: Collaborate with cross-functional teams including sales, marketing, market access, medical affairs, governmental affairs, communications, supply chain, and IT to align transformation initiatives with business goals.
  • Contribute to the definition of the Company strategies
  • Consider the longer-term environment of the industry, develop scenarios and identify key trends to elaborate a roadmap to address the future challenges in regard to the Company and key domain focus areas.
  • Responsible for our early-stage products, working closely with cross-functional teams to execute the product strategy, ensure timely delivery and drive innovation

• Data-Driven Decision Making: Utilize analytics and customer insights to inform strategies, measure success, and identify new opportunities for growth.
  • Support and challenge the development of business strategy for TA and its brands by providing actionable insights based on market research, competitive intelligence and advanced analytics
  • Apply Advanced Analytics & Decision Science techniques for resource allocation and go to market models
• Learning & Development: 
  • Responsible for designing and delivering training programs across the entire organisation, focusing on field force excellence
  • Support the implementation of a comprehensive capability development strategy that fosters continuous learning and growth within the organization in close collaboration with the HR department and with the EMEA L&D team
  • Collaborate with department heads and key stakeholders to identify skill gaps and develop targeted capability development initiatives to address them.
  • Create a relevant network with training suppliers including academia, professionals etc that can deliver training programs relevant for the company needs, exploiting new technologies
• Change Management: Drive change management initiatives to ensure smooth adoption of new processes, technologies, and organizational structures.
• Regulatory Compliance: Ensure all customer engagement and transformation activities comply with industry regulations and standards, including events management (educational, promotional and internal key events)
• Market Trends & Innovation: Stay abreast of industry trends, emerging technologies, and best practices to continuously enhance customer experience and operational efficiency.

Qualifications / Requirements:

• Minimum of a Bachelor's/University or equivalent degree in Science, Economics or Business is required; advanced degree (MBA, MSc) preferred
• 10-15 years of relevant working experience in customer experience, business transformation, or operational leadership within the pharmaceutical or healthcare sector
• Strong understanding of pharmaceutical regulations, compliance, and industry standards
• Exceptional leadership, communication, and stakeholder management skills
• Expertise in digital transformation, CRM systems, and data analytics
• Ability to manage complex projects and influence in a dynamic environment
• Change leader - driver of business and transformation with an innovative mindset and willing and able to challenge the status quo
• Ability to lead and develop teams to foster a high-performance culture focused on excellence and innovation
• Excellent interpersonal and negotiating skills, with the track record of influence and collaboration to reach a desired result

Other:

• Requires proficiency in English (written and verbal) to communicate effectively and professionally. Italian an advantage
• May require up to 20% of domestic and international travel
• Role requires the ability, through our flexible work policy, to work on-site a minimum of three days each week, with the option for two remote workdays each week

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