The Senior Director, Global CRM AI Capabilities Lead

Johnson & Johnson•Raritan, NJ

30d•Hybrid

About The Position

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. We are searching for the best talent for Senior Director, Global CRM AI Capabilities Lead About Innovative Medicine Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine Purpose: The Senior Director , Global CRM AI Capabilities Lead defines and governs the global strategy, standards, and AI-enabled operating model for CRM capabilities across NA, EMEA, LATAM, and APAC. This role defines the core global business process es ( such as customer engagement, call planning , account management, events management, content management, territory planning, customer data quality etc ) and integrating these with AI-driven intelligence, and automation . Th is lead ensures that CRM serves not only as a system of record for customer engagement , but as an intelligent system of engagement , insight and ultimately business impact . Partnering closely with the CRM Transformation office leader , Global Business Process Owner, Global User Experience & Design Lead, regional commercial leaders, data/analytics teams, and technology partners, this role drives development, implementation and continuous AI-enabled optimization of the CRM .

Requirements

M.S . in AI Product Management, Data Science, Advanced Analytics ; MBA Preferred.
At least 10 years of pharmaceutical or biotech experience applying AI, Data Science, Advanced Analytics in c ustomer engagement (commercial or medical affairs) applications , business process ownership, or digital transformation.
Experience integrating AI and automation, or data science into commercial workflows (e.g., next best action, segmentation, cycle planning , predictive analytics, intelligent routing).
Experience partnering with product, data science, and technology teams and influencing senior stakeholders (VP+ level).
Strong analytical and operational mindset; able to translate process design into measurable business outcomes and data-driven insights.
Comfortable leading cross-functional teams and vendor/delivery partners.
Excellent communication and executive facilitation skills (trade-offs, decisions, AI adoption alignment).
Experience operating in data-regulated environments (privacy, consent, auditability, responsible AI governance).
Ability to operate across time zones; periodic travel may be required.

Nice To Haves

MBA Preferred.

Responsibilities

Global CRM AI enablement Define the global AI strategy for CRM.
Identify opportunities to reduce manual effort through AI-driven automation and intelligent orchestration.
Measure ROI of AI capabilities in CRM.
Translate business goals into AI use cases and modelling requirements.
Ensure the process model supports end-to-end customer journeys and integrates across functions ( Medical, Medical Information , Patient Services, Market Access etc.) as needed.
Global CRM AI standards Own the global AI-enabled workflows in CRM , data requirements for AI , and user experience expectations.
Define explicit boundaries for regional flexibility (what is globally mandated vs configurable locally), including AI configuration limits and decision criteria.
Create and maintain global data requirements to enable CRM AI capabilities .
Drive alignment across regions while ensuring compliance with local regulatory , data privacy and AI governance requirements .
Governance & decision-making Support governance forums with the transformation office lead er .
Lead trade-off decisions between global scale and local fit; ensure decisions are documented with rationale and impacts.
Partner with transformation office leader to embed AI r eadiness criteria into the CRM implementation plan.
Adoption, enablement & performance management Partner with Change teams to translate global AI processes into role-based AI training, playbooks, and communications.
Drive adoption of AI agents and other capabilities ; champion behavior change with regional leadership.
Define success metrics for CRM capabilities (adoption, data quality, activity effectiveness, pipeline outcomes).
Drive continuous improvement of AI capabilities within CRM Accountable for the CRM AI roadmap: enhancements, simplification, automation, predictive capabilities, and new intelligent features.
Monitor regional feedback and performance; prioritize improvements while protecting global consistency.

Benefits

employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance
employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours