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Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Leeds, West Yorkshire, United Kingdom

Job Description:

DePuy Synthes is recruiting for an RPA/AI Lead.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy 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 DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Job Overview:

The RPA/AI Lead is responsible for defining, owning, and delivering the international automation and artificial intelligence roadmap for Customer Service. This is an international, business-led role strongly aligned to the global strategy teams, ensuring automation priorities are connected to broader strategic direction, transformation goals, and business value. The role identifies, prioritises, and embeds automation opportunities that improve efficiency, compliance, customer experience, and business performance across end-to-end Customer Service and Supply Chain processes. Acting as the strategic bridge between business stakeholders and technical delivery teams, the RPA/AI Lead translates operational needs into practical, scalable, and well-controlled solutions that deliver measurable value.

Key Responsibilities:

• Own and maintain the international automation and AI roadmap for Customer Service, aligned to business objectives, global strategy, and transformation priorities.
• Partner with functional leaders, process owners, and operational teams to identify, assess, and prioritise automation opportunities that improve efficiency, compliance, customer experience, scalability, and performance.
• Translate process needs, pain points, data inputs, and business requirements into practical automation and AI-enabled solutions.
• Shape and support delivery of automated processes in line with design principles, governance, change control, and operational readiness requirements.
• Maintain clear documentation for requirements, workflow logic, design decisions, operating procedures, testing, change control, and support models.
• Support testing, UAT, deployment, adoption, roll-out, troubleshooting, and ongoing improvement of automation solutions.
• Manage delivery against project plans, communicating progress, risks, dependencies, decisions, and required change control actions.
• Act as the key business liaison between stakeholders, process owners, operational teams, and technical delivery partners to ensure solutions meet business needs and are adopted effectively.
• Develop training and knowledge-sharing materials to build understanding, adoption, and sustainable use of automation capabilities.
• Monitor benefits, identify improvement opportunities, and stay informed on relevant automation, AI, and digital technology trends.
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Qualifications:

• Bachelor’s degree in Business, Operations, Supply Chain, Finance, Technology, Engineering, or a related field is required.
• Master’s degree, MBA, or equivalent postgraduate qualification is preferred.

Experience and Skills Required:

• Strong understanding of business-led process automation, intelligent automation, and AI-enabled opportunities in operational environments.
• Ability to translate business needs, process requirements, pain points, and data inputs into clear automation opportunities and delivery priorities.
• Strong written communication skills, including documenting processes, requirements, decisions, test procedures, adoption materials, and governance clearly.
• Working knowledge of workflow logic, process mapping, and analytical tools, including intermediate spreadsheet capability or equivalent.
• Familiarity with change control, governance expectations, controlled delivery environments, and delivery methodologies such as Agile, Waterfall, or V-Model.
• Strong interpersonal, communication, influencing, problem-solving, analytical, and process improvement skills.
• Ability to work across cross-functional teams in a matrixed international environment.

Preferred:

• Experience in a regulated industry such as medical devices, healthcare, or life sciences.
• Familiarity with international service delivery, shared services, or global Supply Chain operating models.
• Experience improving customer service, order-to-cash, performance management, or end-to-end Supply Chain processes through automation or digital improvement initiatives.
• Experience leading cross-functional automation, digital, operational excellence, process optimisation, or continuous improvement initiatives.
• Knowledge of Lean, Six Sigma, workflow design, value stream assessment, automation operating models, AI use cases, or digital adoption approaches.
• Proven ability to influence and collaborate across a matrixed, international organisation.

Other

• Language: English (required).
• Travel: Up to 10%, including international travel as required.
• Certifications: Lean, Six Sigma, or customer experience/operations certifications (preferred).

 

 

Required Skills:

 

 

Preferred Skills:

Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Fact-Based Decision Making, Process Improvements, Service Request Management, Technical Credibility, Technologically Savvy