Johnson & Johnson Careers

LifeScan WW Customer Service Director

Zug, Switzerland
Customer Info

Job Description

Requisition ID: 1805627924W

Caring for the world, one person at a time... inspires and unites the people of Johnson & Johnson. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world. We have more than 265 operating companies in more than 60 countries employing approximately 127,000 people. Our worldwide headquarters is in New Brunswick, New Jersey, USA.

LifeScan is a division of Cilag GmbH International; both companies belong to Johnson & Johnson Family of companies. LifeScan is engaged in the manufacturing, global distribution and marketing of blood glucose monitoring systems (BGM) for patients with diabetes. Operations span across Europe, Middle East and Africa, Canada, USA, Asia Pacific and Latin America and our vision is to create a world without limits for people with diabetes.

LifeScan WW Customer Service Director

Customer Service handles all patient and some HCP contact, including: enquiries, training, troubleshooting, upgrading and complaint handling via multi communication channels. All customer interactions are recorded and product complaints are logged in the global customer relationship management system and complaint handling database.

Job Purpose:

Leadership of the LifeScan and Animas Customer Service function in North America, South America, Europe, Middle East, Africa and AsiaPac. Delivering a high quality, consistent customer experience across all communication channels, resulting in satisfied and retained customers, while ensuring medical device product complaint handling is managed compliantly.


Direct Reports: 5
Budgetary responsibility: Regional customer service budgets (~$12MM)
  • Design and develop a customer service delivery solution across the regional span of control that is cost effective, meets the business compliance needs and delivers a high level of customer satisfaction and experience.
  • Management of existing call centre vendors to ensure delivery of contractual requirements. Development of a partnership relationship with vendors to generate thought leadership and continuous improvement of our service.
  • Ensure the customer service function delivers on all compliance requirements: medical device complaint handling, data privacy.
  • Standardisation of systems, processes and metrics across all regional call centres to deliver consistently high quality and compliant service.
  • Create the support strategy for new products.
  • Provide insightful analytics and voice of customer reporting that can be leveraged for improvements.
  • Partner with Marketing to deliver direct to patient acquisition and retention campaigns that build customer loyalty.

  • Bachelor’s degree in business administration or life sciences.
  • You bring experience in managing an outsourced customer service environment, creating the right relations and guidelines. Vendor Management.
  • Experience in a regulated industry, preferred in medical device.
  • People management experience.
  • Excellent influencing skills and change management capabilities.
  • Ability to communicate effectively in a very international environment with different levels of a complex global organization.
Have we picked your interest? Please, send us your online application today! 

Primary Location
Cilag GmbH International (8525)
Job Function
Customer Info
Requisition ID