Director, Content Strategy & Conversational Design

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/.

The Digital Experience Enablement (DXE) team is recruiting for a Director, Content Strategy & Conversational Design to be located within one of our global hub locations. DXE is a team of service experience professionals who enable modern digital capabilities and provide best in class service experiences for our customers – employee, suppliers, and business partners.

The Director of Content Management and Conversational Design (CMCD) will provide overall leadership and direction to the CMCD team in the Digital Experience Enablement Organization in Global Services.

This role will drive end-to-end knowledge management, content strategy, set the framework and governance, and establish processes for managing the knowledge assets across J&J GS. The objectives are to meet the needs of Global Services and support knowledge management needs from Corporate and Business Unit Tiers that have been approved through the portfolio review process as well as drive the self-service adoption of services provided by Global Services.

Responsibilities

• Oversee the creation and implementation of knowledge management services for J&J Global Services, ensuring the delivery of exceptional customer service.
• Lead and guide the Content Strategy & Conversational Design team, promoting a strong focus on customer service and operational excellence.
• Collaborate with the DXE Product team to develop and mature the Global Services content and conversational design services, aligning with the J&J GS strategy and delivering tangible outcomes.
• Build actionable and measurable knowledge management programs that enhance the effectiveness of the J&J GS organization and create a world-class experience for customers.
• Stay informed about industry trends and emerging practices in knowledge management, using innovative technologies to drive value and achieve excellent work performance for J&J.
• Represent the unique challenges and needs of the CMCD organizations within the broader Digital Experience Enablement team, fostering collaboration and efficient delivery.
• Build strong relationships with J&J GS leadership and colleagues to facilitate knowledge management processes and effective approaches.
• Ensure accuracy and currency of knowledge assets through oversight of knowledge management processes, tools, and framework.
• Discover and promote opportunities for exchanging knowledge that benefits the organization, collaborating with different teams to enhance knowledge management capabilities.
• Take charge of content and conversational AI initiatives that support the Global Services Strategy and road map.
• Use data analytics and sentiment analysis capabilities to gain insights into service design and experience trends.
• Measure the effectiveness of the GS Knowledge Management strategy and maintain overall quality of the Knowledge Management content.
• Establish and apply a feedback mechanism to integrate acquired knowledge and elevate the customer experience.
• Stay involved in the Knowledge Management industry, staying updated on trends, advancements, and effective approaches, and providing thought leadership.
• Support the global culture identity for Global Services Site & Experience and promote achievement and continuous improvement within the team.
• Collaborate with senior leaders to address organizational and people challenges and foster inclusiveness and multi-cultural engagement.
• Develop a strong pipeline of global, diverse leaders within Global Services Site & Experience and across Global Services, fostering a Credo-based & High-Performance Culture.
• Provide leadership, coaching, and feedback to subordinate team members, ensuring their professional growth and development.