Job Description

This role will involve translating data and trends into valuable insights and action plans, aimed at improving our Customer Experience. You will have the opportunity to identify process efficiencies to ensure delivery of our products right first time, on time. Through new and innovative ideas, you will help the business further understand the needs of our Customers.

Key areas of responsibility:

• Support the Customer Services Team by sharing metrics and driving a continuous improvement agenda.
• Assist in the creation of an exceptional Customer Experience across all touchpoints, by identifying gaps in in the process and driving improvement activities to close them.
• Support order automation projects & promote self-service adoption through J&J Customer Connect and other digital platforms.
• Work to ensure optimized interaction between J&J and our Customers by helping to implement processes which will improve the customer journey.
• Support the analytics and organization of Customer data to help predict future needs. Collect, track and analyze customer feedback to suggest improvements internally.

Required Knowledge, Skills, and Abilities

Positive mindset and winning spirit. Excellent communication skills, both verbal and written. A self-motivated, committed team player. Strong decision-making ability. Analytical skills and good attention to detail. Problem-solving aptitude. Studying for a business related degree. Proficient in Microsoft packages. Positively support LEAN, 6S, process excellence / improvements. Customer focused & goal orientated. Takes personal responsibility for decisions and delivering results. Willingness to travel, and attend meetings as required.