Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
People Leader
All Job Posting Locations:
Madrid, Spain
Job Description:
About MedTechFueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
Overall purpose of job
The Customer Service Digital Innovation & Process Control Lead is responsible for driving digital enablement, process excellence, and continuous improvement across Customer Service operations. This role leads the development and implementation of innovative, technology-enabled solutions that enhance customer experience, increase operational efficiency, and strengthen end-to-end process performance. By leveraging automation, analytics, and strong partnerships with technical service providers and cross-functional stakeholders, the role ensures robust, standardized processes, promotes best practices,



and supports data-driven decision-making to deliver exceptional service to customers and business partners.
Key responsibilities :
- Lead local and regional projects to improve customer experience, process efficiency, and digital solution adoption.
- Coordinate team operations, including workload distribution, backups, vacation planning, and absence management.
- Drive continuous improvement initiatives, automation, and orchestration using digital tools, AI, and analytics.
- Lead or support Customer Service workstreams in new product introductions, process enhancements, and system implementations.
- Monitor team performance, internal controls, KPIs, and reporting to support data-driven decision-making.
- Ensure proactive issue management, stakeholder communication, and recovery planning.
- Coordinate customer surveys, audits, and compliance-related activities.
- Oversee system controls, transportation and wa

📌 Customer Service Digital Innovation and process Control Lead (Madrid)
🏢 Johnson Johnson
📍 Madrid