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:
Professional
All Job Posting Locations:
Bogotá, Distrito Capital, Colombia
Job Description:
We are searching for the best talent for Sr. Payment and Experience Associate
**Purpose: **
We are seeking a **Sr. Payment and Experience Associate **to drive initiatives that improve how users across LATAM engage with procurement and finance services delivered by the PEX team. This role is responsible for leading service improvement efforts, managing key stakeholders, and translating user feedback into sustainable, high-impact changes.
The ideal candidate is a self-starter with strong regional awareness, excellent communication skills, and proven experience leading cross-functional service or experience-related initiatives. This person will act as a connector between operations, project teams, and end users to ensure a consistent, effective, and user-centered service experience across countries.
The main task will consist in focusing on increasing the user/employee satisfaction, ensuring helpdesk/GSP teams are updated with necessary process changes, and ensuring availability of all necessary documentation and materials to provide high level service. This team will be responsible for the E2E NPS metric.
The Sr. Payment and Experience Associate will be responsible for transitioning new activities to the helpdesk team, monitoring performance, and working on providing continuous improvements. It will support Regional and/or Global initiatives ensuring flawless execution.
Compiles data for managerial reports as required. It supports the analysis and interpretation of results and suggest changes or improvement based on data. It monitors and facilitates month-end and year end close activities.
You will work together with leadership focus on to improve the Employee Experience, encouraging PEX employee engagement, focusing on creating a great working environment for the area to get the most out of our teams. An employee experience will help to define PEX culture based on employee experiences and feedback. You will also work in meaningful changes/activities in areas that can create consistently good employee experiences.
You will be responsible for:
20%
Talent Management
· Manage the training and development of organizational talent
· Conduct talent and organization analyses, assess change impacts, and support change management integration activities
· Create and manage training plans, talent development initiatives, communication plans, and succession planning activities
50%
BPO Management and Experience Center team
· Have a high level of knowledge related to the end-to-end requisition to pay process to collaborate with internal and external stakeholders to develop strategy and improve processes
· Manage and monitor the performance of the team and define improvements
· Participate and lead regular calls with helpdesk
· Manage and review the regular checks of helpdesk teams (audits)
· Manage the escalation points for aging and escalated cases and determine root cause and trending
· Receive, analyze, and resolve procurement process inquiries and disputes
· Map and define processes if necessary
· Create scripts/process documentation and training materials
· Document process and training, and ensure appropriate knowledge transfer within the GSP, helpdesk teams
· Work with the different third-party areas to ensure issues resolution
· Work with IT to make root analysis and solve issues in a timely manner
· Support data and analytic requests related to helpdesk performance for GS leadership
· Define a culture of continuous improvement and implement projects with a regional/global focus on improving customer service levels and customer perception of the helpdesk team and Global Services
· Identify / Develop best practices & leverage across affiliates to ensure effective & efficient deployment of standard processes within affiliates
· Gather and analyze helpdesk processes and service performance data, perform root cause analysis, use benchmark data and best practices to identify opportunities for improvements.
· Track & report benefits achieved
· Support regional and global projects to guarantee a flawless implementation focus on not impact user and supplier experience
· Ensure appropriate Change management and Communications are implemented in any initiative
10%
Customer & Employee Experience
· Support RM Lead customer service recovery initiatives in partnership with helpdesk and RM
· Focus on increasing satisfaction surveys results
· Work constantly on collecting user feedback and work on improvements
· Implement framework to identify and target user experience improvement opportunities
· Define training program for GSP areas and User/GSP teams and stakeholders, to ensure align and flawless process and experience
· Support and provide ideas to develop a new Employee experience program
· Create and ensure a proper onboarding new employees and refresh programs
· Collaborate with the company’s internal stakeholders so that organizational policies are effective and correctly carried out.
· Support leadership to help define the PEX culture based on employee´s experiences and feedback
· Support changes/activities in areas that can create consistently good employee experiences.
· Define data collection approach, collect, and review data, evaluate progress against targets, and update ongoing performance metrics reporting
20%
PEX and GSP Business Partnering and Stakeholder Management
· Lead service experience initiatives to enhance satisfaction, adoption, and usability across procurement
· Build strong relationships with key stakeholders in LATAM to understand local needs, pain points, and improvement opportunities.
· Support the escalations related to PEX, RM/S2C and helpdesk Organization and Support Functions for any Local, Regional and Global project.
· Design and implement user-centric solutions using journey mapping, service blueprints, and stakeholder engagement strategies.
· Analyze service performance metrics and feedback trends to identify areas for transformation.
· Co-create communication strategies, training content, and change management plans for new processes or tools.
· Collaborate closely with cross-functional teams (IT, Operations, Projects, taxes, VMD) to drive aligned and sustainable outcomes.
· Connect with customers at various levels to keep a finger on the pulse to quickly spot service issues, process inefficiencies, compliance risks, etc.
Other Duties & Responsibilities
Provide support/feedback to PEX and GS leadership
Compliance with all required training
Participate in customer service efforts within the Enterprise Business Services (EBS) Organization
Work closely with the S2S Global Leadership to align on standard process, technology and org design (including continuous improvement and compliance)
Work closely with the S2S Global Leadership to align on standard process, technology and org design (including continuous improvement and compliance)
Qualifications / Requirements:
Required Minimum Education: Bachelor’s degree in business, Logistics, Engineering, or related field is required
**Required Years of Related Experience: 4-5 years **
Other: Customer Experience required
Key skills include:
• Knowledge of Procurement processes (Requisitioning, PO, Invoicing)
Working knowledge of Six Sigma or formal process improvement or project management techniques is highly desired
Experience interacting with customer (customer service experience) and proven ability to build relationships
Working knowledge of Procurement systems (Office, Ariba, SAP, other ERP etc.) is preferred
Languages (English – Proficiency) – Portuguese – Intermediate level – Desired
Excellent communication, facilitation, and stakeholder management skills.
**A minimum of 4-5 years of procurement or shared service center experience is preferred **
A minimum of 3 years’ project management experience is preferred
Demonstrated ability to effectively work remotely with business partners is desired
An analytical background with sound judgement and strong decision-making abilities
Demonstrated ability to extract data reports and deep analysis with root cause of the data.
Demonstrated effectively working remotely with business partners
Excellent interpersonal, Customer Service and negotiating skills are preferred
High proficiency in Microsoft Office (Excel, PowerPoint, Outlook); Power BI or automation tools are a plus.
High proficiency in SAP
Six Sigma Black and/or Green Belt or PMP is preferred
High proficiency in SAP
**Required Skills: **
Preferred Skills:
Business Behavior, Business Data Analysis, Business Process Management (BPM), Business Savvy, Category Management Strategy, Commodity Risk Management, Compliance Management, Contract Management, Critical Thinking, Data Analysis, Innovation, Negotiation, Office Administration, Problem Solving, Process Oriented, Project Management, Report Writing, RFx Management, Risk Management, Supplier Collaboration, Vendor Selection