Customer Service Excellence Lead

Overview

DePuy Synthes is recruiting for a Customer Service Excellence Lead. This hybrid role can be located in Leeds, UK, or Loughborough, Ireland. The role drives end-to-end process standardisation, governance, performance management, and continuous improvement across international Customer Service operations. It partners with Supply Chain, IT, Commercial, Finance, international and local market CS leaders, and Global Services to align systems, data, and ways of working, ensuring scalable, compliant, and integrated service delivery with strong KPI governance and insight-led reporting.

Responsibilities

• Own and standardise end-to-end Customer Service processes, defining, documenting, and governing standardised frameworks across international Order to Cash (OTC) systems and core processes to ensure consistency, compliance, and best-practice adoption.
• Act as business process owner for Customer Service operations, partnering cross-functionally with Supply Chain, IT, Commercial, Finance, international and local market CS leaders, and GS teams to align systems, data, and processes.
• Lead process optimisation and continuous improvement initiatives to identify inefficiencies, drive simplification, automation, and gap closure, enhancing efficiency, compliance, and customer experience.
• Establish Customer Service excellence frameworks and execution governance, building capabilities with local markets to support sustainable implementation of initiatives.
• Provide oversight of GS service delivery, performance, issue resolution, and escalation management, ensuring alignment to service expectations and improvement priorities.
• Develop and govern Customer Service KPIs, dashboards, and reporting standards to enable data-driven decision making across markets.
• Monitor performance against service metrics (e.g., OTIF, case resolution, order cycle time), perform root cause analysis, and lead actions to close gaps.
• Ensure adherence to internal controls, audit requirements, and regulatory or policy obligations across Customer Service operations.
• Prepare and deliver insights, reporting, and recommendations to senior leadership, fostering accountability, collaboration, and customer focus.

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Finance, or related field. Master's degree (MBA or equivalent) preferred.
• Experience: 6-8 years in Customer Service operations, international services, commercial operations, process excellence, or related functions; experience as a business process owner or leading standardisation, governance, and improvement across markets.
• Strong understanding of OTC processes, CS operating models, and the systems, data, and controls to support service delivery.
• Proven ability to develop and govern KPIs, dashboards, and reporting for performance management.
• Experience leading cross-functional initiatives in a matrixed international environment; strong stakeholder management and communication skills.
• Preferred: experience in regulated industries (medical devices, healthcare, life sciences); familiarity with international service delivery models or shared services; experience with CRM, ERP, OTC, or CS performance management tools; knowledge of Lean/Six Sigma; ability to influence across a matrixed organization; excellent written, verbal, and presentation skills.
• Language: English (required). Travel: Up to 10% (including international). Certifications: Lean, Six Sigma, or related certifications preferred.

About the employer

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by law. We support applicants with disabilities and provide accommodations on request.