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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 a Digital Customer Platforms Lead.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics 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, programmes, 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 Digital Customer Platforms Lead is responsible for the business ownership, coordination and continuous improvement of the digital platforms and satellite systems that support International Customer Service, external customer interactions, self-service channels and assisted service journeys. Acting as the functional SME lead, this role owns the business process and user experience view of the end-to-end digital customer journey, ensuring platforms such as EDI, DSOS, SFDC, Genesys, OCR and related customer interaction channels are understood, governed, prioritised and improved in line with International business needs. Working closely with Customer Service, Commercial, Supply Chain, Finance, Technology, the RPA/AI Lead and external customers, the role translates operational requirements into practical platform enhancements that improve ease of doing business, service efficiency, data quality, self-service adoption, assisted service effectiveness and customer experience.

Key Responsibilities

• Act as the functional SME lead for International Customer Service digital platforms, self-service channels, assisted service tools and customer interaction channels.
• Provide business ownership and day-to-day coordination across EDI, customer portals, DSOS, SFDC, Genesys, OCR and related satellite systems that enable digital ordering, self-service and assisted service.
• Maintain a clear view of platform performance, customer and user pain points, adoption trends, issue themes, enhancement opportunities and business priorities across International markets.
• Translate Customer Service and customer requirements into clear business needs, user stories, process requirements and enhancement requests for Technology and delivery partners.
• Support governance, prioritisation and tracking of platform enhancements, ensuring changes are aligned to business value, customer experience and operational efficiency.
• Track and communicate the impact of platform improvements, including adoption, channel shift, service efficiency, issue reduction and customer experience outcomes.
• Partner with Customer Service, Commercial, Supply Chain, Finance, Technology and external customers to resolve platform issues and improve digital ordering, self-service adoption and assisted service experiences.
• Work closely with the RPA/AI Lead to identify where platform processes, data flows or user journeys could be improved through automation or AI-enabled solutions.
• Develop and maintain platform documentation, process flows, training materials and user guidance to support adoption and consistent ways of working.
• Provide insight, recommendations and escalation support to Customer Service leadership on digital platform risks, opportunities and improvement priorities.

Qualifications

Education

• Required: Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
• Preferred: Master’s degree (MBA or equivalent).

Experience and Skills

Required:

• 4+ years of progressive experience in digital customer platforms, customer operations, customer service systems, analytics, or related business functions, with demonstrable experience as a platform, process, or customer operations SME.
• Hands-on experience supporting, improving or acting as business owner for customer-facing platforms, digital ordering channels, CRM tools or operational systems.
• Demonstrated ability to lead through expertise, influence and cross-functional collaboration without direct senior manager accountability.
• Strong analytical and problem-solving skills, with the ability to use data, user feedback and process insight to drive practical platform improvements.

Preferred:

• Experience with EDI, customer portals, digital ordering platforms, self-service channels or assisted service tools.
• Familiarity with CRM, ERP, contact centre, workflow, analytics or customer interaction platforms.
• Experience in a regulated industry such as medical devices, healthcare, or life sciences.
• Experience improving digital adoption, channel shift, user engagement or change management across customer service processes.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Demonstrated ability to coordinate complex, cross-functional platform or process improvements in a matrixed environment.
• Excellent written, verbal, and presentation communication skills.
• Ability to translate business needs, customer pain points and process requirements into actionable digital platform improvements.

Other

• Language: English (required).
• Travel: Up to 15%, with domestic and international travel as required.
• Certifications: Digital CX, analytics, or project management certifications (preferred).

 

 

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Coaching, Communication, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Issue Escalation, Presentation Development, Problem Solving, Service Request Management, Technical Support, Training People