CxE Deliver Engineer

CxE Deliver Engineer

Description

Johnson & Johnson Inc. is recruiting a Deliver Engineer, Enterprise Customer Experience Engineering. Remote work options may be considered on a case-by-case basis and if approved by the Company.

Caring for the world, one person at a time has inspired and united the associates 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 $82 billion in 2020 sales, J&J 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. There are more than 250 J&J operating companies employing over 125,000 people and with products touching the lives of over a billion people every day, throughout the world. If you have the talent and desire to touch the world, J&J 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.

Customer Experience Engineering: Turning Insights into Action

The ability to rapidly adapt to our customer needs is vital to delight our customers and remain competitive with quality serving as a differentiator to help us stand out. The experience of our products and services with patients, customers, and consumers (voice of the customer) must be one of our main drivers for change. Customer Experience Engineering (CxE) is shifting the quality paradigm and value proposition by embedding strong technical and analytical skills into the Quality organization, allowing us to implement solutions for product and service quality complaints and other insights for improvement. As part of a striving and developing team focused on the customer, the Deliver Engineer, Customer Experience Engineering will be responsible for developing, automating, and sustaining customer insight driven solutions for the Customer at the Customer on J&J services across the enterprise (Med Tech, Consumer, Pharmaceuticals and Supply Chain Delivery) for the purpose of driving customer experience improvements.

Responsibilities:

• Determine customer experience gaps caused by quality-of-service failures utilizing available data sources including but not limited to: service issues, customer complaints, on-time in full at delivery failures, customer-facing employee feedback, and direct customer feedback channels (i.e. surveys, product ratings, social media)

• Build and sustain collaborative partnerships with the sector and/or regional commercial teams for the purposes of connecting to the customer and learning about customer-specific policies or pain points

• Conduct scenario planning for service quality failures for new products in the pipeline and provide recommendations or risk items for the new product introduction (NPI) teams

• Execute customer kaizens, leading to identified failure points within the customer, shared, or J&J processes

• Perform root cause analysis on key failure items for a specific customer or market

• Develop and implement required process, people, technology, or policy solutions in partnership with commercial and other cross-functional teams (i.e. Enterprise Deliver, regional site leads, etc.)

• Manage projects and associated budgets to address identified root causes and implement corrective actions for the customer and internally at J&J.

• Report project updates and progress metrics to customer, J&J Customer Account reps and senior leadership.

Qualifications

Required:

• A minimum of a bachelors degree in Industrial Engineering, Logistics, Operations, or related field or equivalent required experience.

• A minimum of 5 years logistics, warehousing, or delivery experience in distribution, returns and/or manufacturing operations is required,

• Must be a proven communicator with all levels of management

• Must be an innovative thinker with strong problem-solving and analytical skills

• Must demonstrate the ability to identify data required to answer questions of interest and evaluate that data

• Must demonstrate the ability to work under time constraints, maintain budget and manage complexity.

• Must demonstrate a sense of urgency; motivated by the challenge of working in a fast-paced environment.

• Knowledge of Microsoft Office (Word, Excel, Minitab or SAS, PowerPoint, and Outlook) is required.

• Ability to work occasional off-shift hours (2 nd or 3 rd shift) and occasional weekends.

• Up to 75% travel is required.

Preferred:

• Knowledge of Warehouse Management, Transportation, and/or Customer Experience Systems preferred. Experience working in a Good Manufacturing Practices (GMP) environment is preferred.

• Certification, experience and or training in Statistical Engineering/Shanin tools is preferred

• Certification, experience and or training in Process Excellence (Lean/Six-Sigma) is preferred.

• Experience with network and process optimization as well as customer-facing experience is preferred.

Other:

• The anticipated base pay range for this position is $88,000 to $123,500.

• The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

• The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporations performance over a calendar/performance year. Bonuses are awarded at the Companys discretion on an individual basis.

• Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. Additional information can be found through the link below.

• For additional general information on Company benefits, please go to: - [ Link removed ] - Click here to apply to CxE Deliver Engineer Johnson & Johnson, were on a mission to change the trajectory of health for humanity. That starts by creating the worlds healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families, and the communities in which we live and work.

  Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

  For more information on how we support the whole health of our employees throughout their wellness, career, and life journey, please visit www.careers.jnj.com .

  Primary Location NA-US-New Jersey-Bridgewater

  Other Locations Asia Pacific, Latin America-Brazil, North America, Europe/Middle East/Africa

  Organization Johnson & Johnson Services Inc. (6090)

  Job Function Quality (Eng)

  Req ID:

  2206096649
  W

Salary : $82 - $88,000