Customer Collaboration Lead – LATAM

About the role

As the Customer Collaboration Lead for the LATAM region, you will shape how Johnson & Johnson understands and responds to customer needs. Based in Bogotá, you will drive the Voice of the Customer strategy, turning feedback into actionable business priorities that improve both customer experience and commercial performance.

Key responsibilities

• Define and lead the Customer Collaboration program, aligning it with regional business goals.
• Collect, analyse and translate customer feedback, market insights and collaboration outcomes into clear priorities.
• Maintain and improve benchmark scores from Customer Experience Surveys for strategic accounts.
• Facilitate workshops, listening sessions and co‑creation initiatives with customers and internal stakeholders.
• Partner with Global Customer Collaboration teams to implement regional improvements and ensure continuous journey optimisation.
• Collaborate with Supply Chain and finance partners to balance service levels with cost efficiency, contributing to P&L targets.

Required profile

• Fluent in Spanish, English and Portuguese (spoken and written).
• Proven experience in customer insight, strategy or collaboration roles, preferably in a multinational environment.
• Strong analytical mindset with the ability to identify root causes and drive data‑based decisions.
• Excellent communication and stakeholder‑management skills across functions.

Required skills