Senior Manager, Customer Experience/Vision Care

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com . As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Customer Management Job Sub Function: Customer Service Operations Job Category: People Leader All Job Posting Locations: Jacksonville, Florida, United States of America Job Description: Johnson & Johnson MedTech Vision Care, a member of Johnson & Johnson's Family of Companies, is currently recruiting for a Senior Manager, Customer Experience, to be located in our Jacksonville FL, location. At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Learn more at https://www.jnj.com/ ( https://www.jnj.com/ ). The Senior Manager, Customer Experience, Learning & AI Enablement leads the transformation of Customer Service capabilities through artificial intelligence, knowledge management, customer insight, quality, learning, and change leadership. The role ensures that associates and customers can perform more effectively as technology, customer expectations, and business priorities evolve.  This leader moves the function beyond administering training and support programs. The position is accountable for identifying performance barriers, translating customer and operational signals into action, improving adoption of digital capabilities, and building a culture that continuously asks what can be simplified, automated, learned, or improved.  Purpose Make employees and customers more capable by turning insight, knowledge, AI, and change into measurable business performance.   Key Role Responsibilities  Customer Experience and Voice of Customer  Lead the Customer Service voice-of-customer and interaction-insight strategy, including the effective use of Qualtrics and related analytics.  Identify patterns, pain points, unmet needs, digital-adoption opportunities, and potential growth or cost opportunities within customer interactions.  Translate customer intelligence into clear recommendations, targeted interventions, and measurable outcomes.  Partner with Commercial, Operations, IT, Finance, Quality, and other functions to address cross-functional customer issues.  AI Enablement and Digital Adoption  Develop and execute the Customer Service AI-enablement roadmap in alignment with enterprise technology, privacy, quality, and compliance requirements.  Identify and prioritize use cases for agent assistance, knowledge retrieval, content creation, interaction analysis, self-service, and workflow improvement.  Lead adoption of copilots and other approved AI-enabled tools, ensuring that technology strengthens rather than diminishes the human customer relationship.  Establish adoption, effectiveness, quality, and business-value measures for AI-enabled capabilities.  Learning, Knowledge and Capability Building  Own the strategy for onboarding, continuing