**Job Function**: Project/Program Management Group **Job Sub Function**: Project/Program Management **Job Category**: Professional **All Job Posting Locations**: CO015 One JNJ Bogota Building **Key Responsabilities**: - Managing the customer journey: Overseeing the end-to-end customer experience and ensuring consistency and excellence across all touchpoints. - Develop and implement customer experience strategies that align with business goals and customer needs. - Be the regional focal point for the E2E Customer Experience framework that measures customer insights, conducts customer journey mapping, and identifies key trouble spots in customer journeys. - Partner with commercial and deliver operations teams to analyze insights, opportunities and set strategic priorities to deliver the highest value through personalized customer experiences. - Work closely with Global Customer Collaboration Teams for regional implementations and continuous improvement in the Customer Experience Journey. - Track and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty. - Lead and support change management efforts to ensure successful implementation of new initiatives. - Continuous improvement: Continuously exploring new technologies, trends, and best practices to stay updated and implement innovative solutions for enhancing the customer experience. Qualifications: - Completed bachelor’s degree (Business, Economics, Management, Engineering), MBA is a plus. - Minimum 6 years of experience in E2E supply chain (logistics, customer service, project management); customer experience and customer transformation. - Project Management: Experience in managing complex projects, including planning, execution, and monitoring. - Analytical ability to manage information flows and customer data. - Learning agility - Strong analytical skills to interpret data, identify trends, and make data-driven decisions. - Customer-centric mindset and business acumen and understanding of E2E supply chain. - Collaborative, proactive, and influential profile to manage multiple stakeholders (internal and external) with strong adaptability. - Leadership profile to execute initiatives based on E2E analysis and exchanges between the operations team and customers. - Ability to motivate and transform the mindset of people to make them passionate about improving the customer experience. - Fluent in Spanish, English (oral and written).