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Senior Manager Customer Experience (CX) Strategist

Company: Disability Solutions
Location: Coppell
Posted on: February 10, 2024

Job Description:

Johnson & Johnson is recruiting for a Senior Manager, Customer Experience (CX) Strategist. This role will be remote with an estimated 25% travel requirement. A pre-identified candidate for consideration has been identified. However, all applications will be considered. Caring for the world, one person at a time, inspires and unites the people of Johnson & Johnson. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world. We have more than 275 operating companies in more than 60 countries, with more than 128,700 employees. Our worldwide headquarters is located in New Brunswick, New Jersey, USA. Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is "to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson." There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs. J&J Supply Chain recognizes that significant changes in the marketplace demand a new perspective on the future of our customer experience - elevating clarity, authenticity, empathy, and digital-first thinking. Broadly, this approach demands conducting research, synthesizing inputs into insight and ultimately into successful strategies. Possessing a real passion for customer experience, you have a talent to cultivate relationships and business opportunities within J&J, engage with a wide range of partners successfully and an inherent ability to synthesize disparate inputs into actionable frameworks, strategies, and solutions. You are a self-starter and a confident leader. In addition to excellence in your craft, you are adept at cultivating relationships and new business opportunities with partners to help drive overall success. Key Responsibilities:

  • You will continuously innovate customer research and insight generation methods.
  • You will frame research objectives and define approaches to generate customer experience insights.
  • You will gather customer data from various sources, including operational and perception data.
  • You will identify existing and emerging trends to inform creative and strategic opportunity areas
  • You will support analysis of customer data through quantitative and qualitative approaches, customer data management and lead efforts to build data CX systems.
  • You will grow, build strong cross-functional partnerships and business relationships at all levels You will lead:
    • Primary/participatory research in collaboration with commercial, supply chain leads
    • Large complex, multi-disciplinary projects that focus on J&J's Customer Experience
    • Synthesis of customer data, develop engaging insights, and build strategic frameworks
    • Guide, and mentor team members and stakeholders in research and insights practices

Keywords: Disability Solutions, Dallas , Senior Manager Customer Experience (CX) Strategist, Executive , Coppell, Texas

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