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At Johnson & Johnson,we believe health is everything.
Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 FunctionCustomer ManagementJob Sub FunctionCustomer Service OperationsJob CategoryProfessionalAll Job Posting Locations:Bogotá, Distrito Capital, ColombiaJob DescriptionWe are searching for the best talent for Sr.
Payment and Experience AssociatePurposeWe 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 For20%Talent ManagementManage the training and development of organizational talentConduct talent and organization analyses, assess change impacts, and support change management integration activitiesCreate and manage training plans, talent development initiatives, communication plans,



and succession planning activities50%BPO Management And Experience Center TeamHave 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 processesManage and monitor the performance of the team and define improvementsParticipate and lead regular calls with helpdeskManage and review the regular checks of helpdesk teams (audits)Manage the escalation points for aging and escalated cases and determine root cause and trendingReceive, analyze, and resolve procurement process inquiries and disputesMap and define processes if necessaryCreate scripts/process documentation and training materialsDocument process and training, and ensure appropriate knowledge transfer within the GSP, helpdesk teamsWork with the different third-party areas to ensure issues resolutionWork with IT to make root analysis and solve issues in a timely mannerSupport data and analytic requests related to helpdesk performance for GS leadershipDefine 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 ServicesIdentify / Develop best practices & leverage across affiliates to ensure effective & efficient deployment of standard processes within affiliatesGather 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 achievedSupport regional and global projects to guarantee a flawless implementation focus on not impact user and supplier experienceEnsure appropriate Change management and Communications are implemented in any initiative10%Customer & Employee ExperienceSupport RM Lead customer service recovery initiatives in partnership with helpdesk and RMFocus on increasing satisfaction surveys resultsWork constantly on collecting user feedback and work on improvementsImplement framework to identify and target user experience improvement opportunitiesDefine training program for GSP areas and User/GSP teams and stakeholders, to ensure align and flawless process and experienceSupport and provide ideas to develop a new Employee experience programCreate and ensure a proper onboarding new employees and refresh programsCollaborate 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 feedbackSupport 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 reporting20%PEX and GSP Business Partnering and Stakeholder ManagementLead service experience initiatives to enhance satisfaction, adoption,



and usability across procurementBuild 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 & ResponsibilitiesProvide support/feedback to PEX and GS leadershipCompliance with all required trainingParticipate in customer service efforts within the Enterprise Business Services (EBS) OrganizationWork 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 Integral Leadership to align on standard process, technology and org design (including continuous improvement and compliance)Qualifications / RequirementsRequired Minimum Education: Bachelor's degree in business, Logistics, Engineering, or related field is requiredRequired Years of Related Experience: 4-5 yearsOther: Customer Experience requiredKey Skills IncludeKnowledge of Procurement processes (Requisitioning, PO, Invoicing)Working knowledge of Six Sigma or formal process improvement or project management techniques is highly desiredExperience interacting with customer (customer service experience) and proven ability to build relationshipsWorking knowledge of Procurement systems (Office, Ariba, SAP, other ERP etc.) is preferredLanguages (English – Proficiency) – Portuguese – Intermediate level – DesiredExcellent communication, facilitation, and stakeholder management skills.A minimum of 4-5 years of procurement or shared service center experience is preferredA minimum of 3 years' project management experience is preferredDemonstrated ability to effectively work remotely with business partners is desiredAn analytical background with sound judgement and strong decision-making abilitiesDemonstrated ability to extract data reports and deep analysis with root cause of the data.Demonstrated effectively working remotely with business partnersExcellent interpersonal, Customer Service and negotiating skills are preferredHigh proficiency in Microsoft Office (Excel, PowerPoint, Outlook); Power BI or automation tools are a plus.High proficiency in SAPSix Sigma Black and/or Green Belt or PMP is preferredHigh proficiency in SAPRequired SkillsPreferred 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
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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b26fi

📌 Sr. Payment And Experience Associate Latam (Bogotá)
🏢 Johnson & Johnson
📍 Bogotá