Director of Content Strategy and Conversational Design

hace 1 semana

Madrid, Madrid, España Reconocida empresa A tiempo completo
Director, Content Strategy & Conversational Design

At Reconocida empresa, we believe in harnessing the power of innovative medicine and medtech to build a world where complex diseases are prevented, treated, and cured. Our Digital Experience Enablement (DXE) team is seeking a Director, Content Strategy & Conversational Design to join our global hub locations.

About the Role

This is a unique opportunity to lead our Content Management and Conversational Design team in the Digital Experience Enablement Organization in Global Services. As Director, you will drive end-to-end knowledge management, content strategy, and establish processes for managing knowledge assets across J&J; GS. Your objectives will be 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.

Key Responsibilities
  1. Knowledge Management Services: Oversee the creation and implementation of knowledge management services for J&J; Global Services, ensuring exceptional customer service.
  2. Team Leadership: Lead and guide the Content Strategy & Conversational Design team, promoting a strong focus on customer service and operational excellence.
  3. Content Development: 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.
  4. Knowledge Management Programs: 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.
  5. Industry Trends: 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.
  6. Collaboration: Represent the unique challenges and needs of the CMCD organizations within the broader Digital Experience Enablement team, fostering collaboration and efficient delivery.
  7. Relationship Building: Build strong relationships with J&J; GS leadership and colleagues to facilitate knowledge management processes and effective approaches.
  8. Knowledge Asset Management: Ensure accuracy and currency of knowledge assets through oversight of knowledge management processes, tools, and framework.
  9. Knowledge Sharing: Discover and promote opportunities for exchanging knowledge that benefits the organization, collaborating with different teams to enhance knowledge management capabilities.
  10. Content and Conversational AI: Take charge of content and conversational AI initiatives that support the Global Services Strategy and road map.
  11. Data Analytics: Use data analytics and sentiment analysis capabilities to gain insights into service design and experience trends.
  12. Effectiveness Measurement: Measure the effectiveness of the GS Knowledge Management strategy and maintain overall quality of the Knowledge Management content.
  13. Feedback Mechanism: Establish and apply a feedback mechanism to integrate acquired knowledge and elevate the customer experience.
  14. Industry Staying Current: Stay involved in the Knowledge Management industry, staying updated on trends, advancements, and effective approaches, and providing thought leadership.
  15. Culture Identity: Support the global culture identity for Global Services Site & Experience and promote achievement and continuous improvement within the team.
  16. Leadership Development: Develop a strong pipeline of global, diverse leaders within Global Services Site & Experience and across Global Services, fostering a Credo-based & High-Performance Culture.
  17. Team Leadership: Provide leadership, coaching, and feedback to subordinate team members, ensuring their professional growth and development.
Requirements
  1. A minimum of a Bachelor's degree is required.
  2. At least 10 years of related experience is required.
  3. Proven experience with knowledge management strategy definition and implementation.
  4. Track record of driving large global transformation programs.
  5. Proficiency in conducting business readiness tasks, including managing and planning communication with various parties involved.
  6. Experience operating in a matrixed global framework.
  7. Strong leadership skills and ability to partner with peers and senior level partners.
  8. Ability to advocate for new ideas, concepts, and technologies and gain support from executive leadership.
  9. Possess a strong capacity for driving transformation and achieving excellence in operations.
  10. Strong capability in assessing, developing, and hiring talent.
  11. Ability to establish a culture oriented on customer experience.
  12. Demonstrated track record of driving business results and making sound decisions.
  13. May require up to 10% domestic and/or international travel.
  14. Prior people management experience is required.
Preferred Qualifications
  1. Preferred Minimum Education: MBA or equivalent experience.
  2. Preferred Area of Study: BA/BS in Business Administration, Economics, Finance, Human Resources, Engineering, IT, Supply Chain, or comparable. Equivalent experience will also be considered.
  3. Experienced professional with international exposure in Shared Services, BPO Management, Contact Center Management, User Experience, Technical Writing, Training, Change Management, or Communications related roles.
  4. Strong focus on efficient processes.
  5. Continuous Improvement mindset and training/certification.
  6. Design Thinking or Agile training.
  7. Experience with service management tools like ServiceNow and Salesforce.
  8. Experience leading organizations and/or projects in user-centric design solutions.
  9. Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center).

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