Director, Digital Strategy Service Enablement

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 130 years. We embrace research and science -- bringing innovative ideas, products and services to advance the health and well-being of people. With over $82 billion in sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. 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.If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.J&J Global Services (GS) delivers financial, procurement and employee services to all Johnson & Johnson businesses, sectors and regions. We are powering the people who are changing the trajectory of health for humanity by being a trusted partner for creating game-changing solutions for Johnson & Johnson.The Digital Experience Enablement (DXE) team is recruiting for a Director, Digital Strategy & Service Enablement for our New Brunswick, NJ or Tampa, FL locations. DXE is a team of service experience professionals who enable modern digital capabilities and provide best in class service experiences for our customers – employee, suppliers, and business stakeholders.This digital leader will be responsible for developing and executing the end-to-end digital strategy for service enablement across Global Services. This role will require a strategic thinker with a deep understanding and appreciation of the convergence across customer experience, technology, and business processes to enable best in class services. Success in this role will be measured through customer satisfaction, operational efficiency, and digital innovation.Strong candidates will be able to articulate business goals and how digital capabilities can be leveraged to fulfill opportunity areas within our business functions and service delivery areas. He/She will define and manage product roadmaps to lead and drive our product teams throughout the product life cycle. They will work with key cross-functional stakeholders within HR, Finance, Procurement, and Technology to drive performance and delivery across the solution/application delivery teams. He/ She will ensure coordinated and consistent communication of progress, risks, issues and improvement opportunities to all levels of leadership and to key stakeholders. He/ She is accountable for achieving product objectives and focuses on leading the operational elements of our projects such as meeting deadlines, staying within budget, and completing deliverables by coordinating time, budget, and resources.Our ideal candidate is customer-centric, and data driven in their mindset, with a disciplined approach to achieve valuable outcomes for our business. This digital product leader will have accountability across the entire service portfolio of products:• Global Support Portal• Live Chat and Chatbot• Mobile experiences• Messaging (email, sms, etc)• Content Management• Interactive Voice Response (IVR)• Machine Translation• Integrated Customer Profile• Integrated Agent Desktop (Service Console)• Workforce Management• Quality Management• Reporting & Analytics• Telephony• Intelligent Call Routing (ICR)• Sentiment Analysis• Case Management• Integrations HubKey Responsibilities:1) Strategy Development• Lead the creation of the strategy for the Service Enablement Digital Strategy including objectives, success metrics, and capability roadmap• Define and validate the value of product backlog ideas in partnership using various user inputs in the decision-making process. Leverage this work to define a release plan which ladders up into broad quarterly goals. Share insights and recommendations with the broader program team.• Understand customer needs and gather product requirements while identifying market opportunities to define the product vision• Maintain insights into success metrics to drive roadmap definition, iterative development, and continuous improvement within our business processes• Act as a lead within the strategic multi-year planning process and long-term product development and resource planning2) Program Management & Leadership• Facilitate communication and collaboration across the program from daily management of scrum team to cross-functional stakeholder communication and governance• Drive the program team to implement against the product roadmap, while tracking risks, developing mitigation plans and escalating to program leadership, when necessary• Work within a collaborative product model and manage levels of engagement across working teams that include key stakeholders from our Global Sectors and Functions, Technology, Data Strategy, Content Strategy, Design & UX, Testing, and Operations• Make strategic recommendations on resource alignment/dedication as well as on prioritization (people resources, dollars/funding, project criticality) and communicates rationale back to the Program Leadership• Lead, mentor, and develop a high performing digital team3) Product Marketing• Design and drive the go-to-market strategy for entire product portfolio• Accurately and consistently communicate product status and completion of critical milestones• Anticipate business needs to influence the development of solutions, maneuvering through a matrixed set of relationships, influencing direction, and receiving input from various stakeholders• Lead ongoing product marketing efforts to promote and communicate new capabilities of the platform• Partner with team to design and execute Voice of Customer activities in order to identify areas of opportunity for product portfolio4) Digital Implementation & Innovation• Partner with Global Content Strategy & Knowledge Management team to ensure that global content strategy and governance practices are implemented and followed• Lead the formulation of innovative ideas and solutions on products, processes, and technology• Manage a cross-functional team of Business Analysts, Designers, Developers, and Testers to execute on the end-to-end delivery of ongoing product enhancements• Foster a culture of innovation and continuous improvement within digital teams• Leverage customer insights and analytics data to inform innovation opportunities and implementation decisions