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 Med Tech, 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. As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function Customer Management Job Sub Function Customer Service Operations Job Category Professional All Job Posting Locations Madrid, Spain Job Description Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as De Puy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of De Puy Synthes and your employment would be governed by De Puy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by De Puy Synthes at an appropriate time and subject to any necessary consultation processes.



Overall purpose of job Lead the continuous-improvement and transformation agenda for DS Customer Service by combining process excellence with proportionate portfolio and project governance. Understand how Customer Service work is currently performed, diagnose recurring problems and design simpler, more consistent and more effective future-state processes. Maintain an integrated view of improvement initiatives so that priorities, ownership, milestones, dependencies, risks, decisions, adoption and expected benefits remain visible and controlled. Ensure technology, automation and AI opportunities are assessed only after process, data, controls, ownership and expected value are sufficiently clear. Essential duties and responsibilities Own the methodology and quality standard for process mapping, current-state assessment, root-cause analysis, future-state design and SOP development. Document vigente work, including manual checks, system steps, handoffs, approval points, exceptions, controls and informal dependencies. Maintain and prioritise the Customer Service improvement pipeline using evidence, business impact, risk and feasibility. Work with specialists, managers, BPOs and partner functions to design practical solutions and define clear business requirements. Identify which process steps should be removed, simplified, standardised, digitised or automated. Assess process and data readiness for automation,



workflow solutions, process mining or AI-enabled capabilities. Maintain the improvement and transformation portfolio and confirm that each active initiative has a defined problem, sponsor, accountable owner, scope, plan, dependencies, risks and expected outcome. Support the Customer Service Lead in sequencing work and making capacity, priority and resource conflicts visible. Establish a proportionate governance cadence, follow up cross-functional actions and decisions, and elevate delivery risks that cannot be resolved by the project team. Coordinate with Business Analytics on baselines, business cases, success measures and benefits tracking. Follow initiatives through implementation and adoption, recognising completion only when the intended outcome is evidenced or management explicitly closes the initiative. Make capacity trade-offs explicit so that project coordination does not displace the process analysis and design work that creates the improvement pipeline. Respect and work according to applicable Business Conduct, HCC, SOX, compliance and company policies. Other features of the job Strong end-to-end process-management discipline combined with practical business understanding. Ability to separate recurring root causes from individual incidents and convert diagnosis into workable solutions. Portfolio and project coordination skills that maintain visibility without creating unnecessary administration. Ability to challenge ineffective legacy practices while building stakeholder agreement across functions. Clear prioritisation and transparent management of trade-offs between analysis, design and delivery workload. Outcome focus, with attention to adoption, controls and measurable #J-18808-Ljbffr

📌 Continuous Improvement & Transformation Lead - Orthopaedics (Madrid)
🏢 Johnson & Johnson
📍 Madrid