Customer Experience Delivery Engineer- Consumer

Johnson & Johnson Inc. is recruiting a Customer Experience Delivery Engineer located in Jacksonville, FL, Pennsylvania or New Jersey J&J site locations (preferred) or from a J&J site location across North America. Remote work options may be considered on a case-by-case basis and if approved by the Company. This role will support the Consumer Products division. 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 Principal Engineer, Customer Experience Engineering will be responsible for developing, automating, and sustaining customer insight driven solutions for the Customer on J&J services for Consumer, for the purpose of driving customer experience improvements. Responsibilities: • Collaborate with Customers at customer locations and remote to Identify failure points, NVA steps, and process opportunities for J&J Supply Chain (i.e. observe the Customer Receiving and Issue reporting processes, etc). • Provide immediate pragmatic solutions on-site with customers to close high priority gaps • Develop long-term processes or technology solutions at customer and J&J as needed • Collaborate with J&J Customer Account reps to identify critical customer contacts • Identify data source requirements to answer critical questions of interest • Analyze existing data sources using a variety of tools and following a Six Sigma methodology to answer the questions of interest • Simulate and test potential solutions to identify improvement metrics • Implement solutions in partnership with the functional and segment CxE teams • Lead 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 • A minimum of a bachelor’s degree in Industrial Engineering, Logistics, Operations, or related field or equivalent required experience. • A minimum of 2 years engineering or technical experience in distribution and or manufacturing operations is required, proven experience is strongly preferred. • Experience working in a Good Manufacturing Practices (GMP) environment is preferred. • Certification, experience and or training in Process Excellence (Lean/Six-Sigma) is preferred. • Certification, experience and or training in Statistical Engineering/Shanin tools is preferred. • Must have excellent verbal and written communication skills. • Must have strong organizational and analytical skills. • Must have strong relationship management skills and leadership 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 be motivated by the challenge of working in a fast-paced environment. Knowledge of Warehouse Management Systems (i.e. MARC Global) preferred. • Knowledge of Microsoft Office (Word, Excel, Minitab or SAS, PowerPoint, and Outlook) is required. • Demonstrated experience in statistical design and analysis of experiments, root cause analysis and project management is required. • Change management experience preferred. • Successful experience collaborating with all levels of management in a cross-functional environment is required. • Ability to work occasional off-shift hours (2nd or 3rd shift) and occasional weekends. • 30-50% travel may be required. Travel will mainly consist of extended stays on onsite with customers At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s 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. 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. 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. Primary Location United States-New Jersey-Bridgewater-430 Route 22 Other Locations United States-Florida-Jacksonville, North America-United States-New Jersey, North America-United States Organization Johnson & Johnson Services Inc. (6090) Job Function Engineering Requisition ID 2206027289W