Business Engagement and AskGS Specialist

Job title: Business Engagement and AskGS Specialist

Company: Johnson & Johnson


Job description: 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 https://www.jnj.comJob Function: ProcurementJob Sub Function: Procurement Business Engagement LeadsJob Category: ProfessionalAll Job Posting Locations: Prague, CzechiaJob Description:The EMEA Procurement Experience Team is dedicated to enhancing internal customer (Purchaser) experience through effective collaboration with business partners, GSP teams, and suppliers. We focus on improving end-to-end procurement processes by understanding and anticipating stakeholder needs.Team Scope:Process Efficiency

• Optimizing procurement processes and supporting teams for enhanced effectiveness.
• Supporting global and local projects, acquisitions, divestitures, business structural changes, and other initiatives from an end-to-end procurement perspective.

Knowledge & Communication

• Providing training and support for end-users through the Procurement Learning Center, developing relevant materials and delivery of end user communications

Business Engagement & AskGS Helpdesk

• Engaging with Senior Leadership, local P2P Hubs, suppliers, and global teams to resolve complex issues, analyze KPIs, and drive improvement initiatives.
• Ensuring positive experience with AskGS Helpdesk with the aim to meet set Net Promoter Score KPI

Position Summary:The Business Engagement & AskGS Specialist plays a pivotal role in supporting the AskGS Helpdesk Team Lead by taking ownership of complex tasks that drive service excellence and improve customer satisfaction. The specialist will handle challenging complex Procurement escalations, support analysis of Net Promoter Score (NPS) and other KPI-related data to identify actionable insights and prepare presentation sessions for continuous improvement. The specialist must be creative, proactive, analytical, and customer-oriented, and should be keen to take the initiative.Key Responsibilities1. Procurement Escalation Management

• Takes ownership of complex Procurement escalations (BPO, L1, L2, L3) with professionalism, ensuring timely resolution and alignment with GSP teams and business partners.
• Collaborates with cross-functional teams to address escalations and recommends long-term process improvements.
• Maintains a customer-focused approach, balancing stakeholder expectations and organizational objectives.

2. KPI Analysis

• Support analysis of Net Promoter Score (NPS) data to uncover trends, key drivers, and possible improvements in NPS, the survey response rate, and Procurement processes.
• Collaborate with relevant teams to design and implement strategies aimed at boosting customer satisfaction.
• Prepare detailed reports and insights for leadership to aid data-driven decision-making.

3. Cooperation with Training Team

• Suggest training content to address skill gaps.
• Facilitate engaging training sessions in collaboration with the Training Team, when relevant, to improve team effectiveness and knowledge retention.
• Continuously gather feedback to enhance training materials and delivery methods for the Training Team.

4. Support Leadership Tasks

• Act as a key point of contact for the Team Lead, supporting them in day-to-day operations and high-priority initiatives.
• Assist in implementing process improvements, innovation projects, and internal communications.

5. Professional Growth & Leadership Development

• Build skills and gain experience to progress into higher-level responsibilities within the AskGS team with the support of the AskGS Team Lead.
• Actively seeks feedback and demonstrates adaptability in a fast-paced environment.

Key Competencies & Attributes:

• Customer Orientation: Demonstrate empathy and a steadfast focus on delivering exceptional customer experiences.
• Creativity: Think outside the box to develop innovative solutions for challenges and opportunities.
• Analytical Thinking: Excel in analyzing data to derive actionable insights and drive results.
• Open to Feedback: Embrace feedback as a tool for improvement and growth.
• Collaboration: Work effectively with team members across different functions to achieve common goals.
• Growth-Oriented Mindset: Show eagerness to enhance skills, take on new responsibilities, and build a career path within the organization.

Requirements, Qualifications & Skills:

• Passion for customer experience and process improvement.
• Strong analytical skills with experience in tools like Excel or other data analysis software (ServiceNow vs SFDC, Tableau Dashboards, GenAI for NPS interpretation).
• Exceptional communication and presentation skills; experience delivering presentations to large audiences.
• Proven ability to manage escalations and provide solutions in high-pressure environments.
• Interest in leadership development and advancing professionally within the organization.
• Willingness to travel as needed.

Join the AskGS team to drive service excellence and enhance internal stakeholders`satisfaction!

Expected salary:

Location: Praha

Job date: Wed, 25 Jun 2025 00:25:47 GMT

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