RPA/AI Lead

Johnson & Johnson seeks an RPA/AI Lead in Zuchwil to drive the international automation and AI roadmap for Customer Service, bridging business strategy with technical execution.

This international position serves as the strategic link between business stakeholders and technical delivery teams. The role is responsible for defining, owning, and delivering the automation and artificial intelligence roadmap for Customer Service, ensuring strong alignment with global strategy teams.

Responsibilities

• Define and maintain the global automation and AI strategy for Customer Service.
• Collaborate with functional leaders and operational teams to identify and prioritize automation opportunities.
• Convert business requirements, process pain points, and data inputs into practical AI and automation solutions.
• Ensure automated processes adhere to design principles, governance standards, and operational readiness criteria.
• Create and maintain comprehensive documentation for requirements, workflow logic, design decisions, testing, and support models.
• Oversee testing, user acceptance, deployment, adoption, and continuous improvement of automation tools.
• Manage project delivery, tracking progress, risks, dependencies, and necessary change control actions.
• Serve as the primary liaison between business stakeholders, process owners, and technical partners.
• Develop training resources to foster understanding and sustainable use of automation capabilities.
• Monitor performance benefits, identify improvement areas, and stay updated on digital technology trends.

Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, Finance, Technology, Engineering, or a related field.
• Deep understanding of business-led process automation, intelligent automation, and AI applications in operational settings.
• Ability to translate business needs and process requirements into clear automation priorities.
• Excellent written communication skills for documenting processes, requirements, decisions, and governance materials.
• Working knowledge of workflow logic, process mapping, and analytical tools, including intermediate spreadsheet skills.
• Familiarity with change control, governance, and delivery methodologies such as Agile, Waterfall, or V-Model.
• Strong interpersonal, communication, influencing, problem-solving, and analytical skills.
• Capacity to collaborate across cross-functional teams in a matrixed international environment.
• Fluency in English is required.

Nice to have

• Master’s degree, MBA, or equivalent postgraduate qualification.
• Experience in regulated industries like medical devices, healthcare, or life sciences.
• Knowledge of international service delivery, shared services, or global Supply Chain models.
• Background in improving customer service, order-to-cash, or Supply Chain processes via automation.
• Experience leading cross-functional digital, operational excellence, or continuous improvement initiatives.
• Familiarity with Lean, Six Sigma, workflow design, value stream assessment, or AI use cases.
• Proven ability to influence and collaborate in a matrixed, international organization.

What the company offers

• An inclusive work environment that values each individual.
• Respect for employee diversity and dignity, with recognition of merit.

About the company

Johnson & Johnson operates under its Credo, prioritizing responsibility to its global workforce. The company is dedicated to the belief that health is paramount, aiming to create a world where complex diseases are prevented, treated, and cured.

• Commitment to preventing, treating, and curing complex diseases.
• Guided by a Credo that emphasizes responsibility to employees worldwide.
• Fostering an inclusive environment that respects individual dignity and merit.

How to apply

Application language: English