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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Leeds, West Yorkshire, United Kingdom

Job Description:

DePuy Synthes is recruiting for a(n) Customer Service Excellence Lead, this Hybrid position will be in Leeds, UK.

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 Customer Service Excellence Lead drives excellence across international operations by owning end-to-end process standardisation, governance, performance management, and continuous improvement. Acting as the business process owner for Customer Service operations, this role partners with Supply Chain, IT, Commercial, Finance, international and local market CS leaders, and Global Services (GS) teams to align systems, data, and ways of working. The role ensures scalable, compliant, and integrated service delivery across markets, supported by strong KPI governance, insight-led reporting, and effective oversight of GS performance and execution.

Key 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 in support of scalable and integrated service delivery.
• Lead process optimisation and continuous improvement initiatives, identifying inefficiencies and pain points in core processes and driving simplification, automation, and process gap closure to enhance efficiency, compliance, and customer experience.
• Establish Customer Service excellence frameworks and execution governance, building capabilities with local markets to support consistent, efficient, and sustainable implementation of initiatives.
• Provide oversight of GS service delivery, performance, issue resolution, and escalation management, ensuring alignment to agreed service expectations and continuous improvement priorities.
• Develop and govern Customer Service KPIs, performance dashboards, and reporting standards, ensuring insight-driven outputs that tell a clear performance story and enable informed, data-driven decision making across markets.
• Monitor and drive performance against defined service metrics, including OTIF, case resolution, and order cycle time, identifying trends, conducting root cause analysis, and leading actions to close performance 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 while fostering a culture of accountability, collaboration, and customer focus.

Qualifications /Education

• Required: Bachelor’s degree in Business, Operations, Supply Chain, Finance, or a related field.
• Preferred: Master’s degree (MBA or equivalent).

Experience and Skills

Required:

• 6–8 years of progressive experience in Customer Service operations, international services, commercial operations, process excellence, or related functions.
• Experience acting as a business process owner or leading process standardisation, governance, and continuous improvement across markets.
• Strong understanding of OTC processes, Customer Service operating models, and the systems, data, and controls required to support effective service delivery.
• Demonstrated ability to develop and govern KPIs, dashboards, and insight-led reporting to support performance management and data-driven decision making.
• Proven ability to lead teams, programmes, or large cross-functional initiatives in a matrixed international environment.
• Strong stakeholder management, analytical, communication, and influencing skills, with the ability to drive alignment across functions and markets.

Preferred:

• Experience in a regulated industry such as medical devices, healthcare, or life sciences.
• Familiarity with international service delivery models or shared services environments.
• Experience with CRM, ERP, OTC, or Customer Service performance management tools.
• Experience leading operational excellence, process optimisation, or continuous improvement initiatives.
• Knowledge of Lean, Six Sigma, or similar methodologies.
• Proven ability to influence and collaborate across a matrixed, international organisation.
• Excellent written, verbal, and presentation communication skills.

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:

Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical Support