Head of HR Digital - Customer Success & Partnership

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.

Job Function:

Human Resources

Job Sub Function:

Multi-Family HR

Job Category:

Professional

All Job Posting Locations:

New Brunswick, New Jersey, United States of America

Job Description:

Johnson & Johnson Services, Inc. is recruiting for a Head of HR Digital - Customer Success & Partnership located in New Brunswick, NJ.

The Role – Why This Role Exists Now

HR is undergoing one of the most profound transformations in its history. AI‑enabled platforms, agents, and digital services are redefining how work gets done—and what employees and leaders expect from HR. Yet technology alone does not create impact. Value is realized only when people trust it, adopt it, and use it to make better decisions and improve outcomes.

The Head of HR Digital Customer Success & Partnership exists to ensure Johnson & Johnson’s HR Digital investments translate into measurable value, improved experiences, and sustained stakeholder confidence. This role sits at the intersection of AI, analytics, human‑centered design, and enterprise partnership, with direct accountability for adoption, impact, and value realization.

This is not a traditional program, vendor, or service‑delivery role. It is a hands‑on, outcome‑owning leadership role that converts digital and AI capability into durable business and people impact across a highly complex global enterprise.

What You Will Own

Value Realization & Business Impact

• Own the end‑to‑end success and value realization of a defined portfolio of HR Digital platforms, products, and services.
• Partner with HR Digital Product Managers, HR and business leaders to define value hypotheses, success metrics, and outcome expectations—and continuously validate whether those outcomes are being achieved.
• Distinguish correlation from causation in adoption and experience data, identifying which interventions truly drive behavior and business impact.

Strategic Stakeholder Partnerships

• Serve as the primary relationship owner for key HR Digital stakeholders, transforming interactions from transactional support to strategic partnership.
• Act as a trusted advisor to HR and business leaders on how AI‑enabled HR capabilities can improve effectiveness, productivity, and decision‑making.

AI‑Enabled Adoption & Trust

• Translate AI, data, and platform capabilities into clear, trusted, and actionable experiences that augment human capability.
• Lead adoption strategies that explicitly address trust, explainability, behavioral change, and ethical use of AI—not just system usage.

Customer Success as a Transformation Lever

• Diagnose adoption and engagement challenges using both qualitative insight and quantitative analysis.
• Design and execute targeted interventions that shift behavior at scale, across regions, functions, and personas.

Insight, Analytics & Executive Storytelling

• Own the definition and interpretation of success metrics (e.g., adoption, satisfaction, experience quality, outcome indicators).
• Use analytical rigor to connect signals to outcomes, and translate those insights into concise, decision‑ready narratives for senior leaders.

Build for Scale

• Develop Customer Success playbooks, engagement models, and operating rhythms that scale globally while maintaining a human‑centered approach.
• Continuously benchmark against external innovation in AI, employee experience, and future‑of‑work practices.

What Success Looks Like (12–18 Months)

• Clear, credible evidence that HR Digital platforms are driving measurable improvements in experience, effectiveness, or efficiency.
• HR and business leaders describe HR Digital as a value‑creating strategic partner, not a system or service.
• AI‑enabled HR capabilities are trusted, understood, and actively used to improve decisions and work outcomes.
• Data‑driven insights inform product direction, investment prioritization, and adoption strategy.
• A scalable, disciplined Customer Success operating model is embedded within HR Digital.

Required Experience & Capabilities

Required

• Bachelor’s degree required; background in HR, Business, Analytics, Organizational Psychology, Communications, or related field preferred.
• 7+ years of experience in customer success, HR business partnership, digital or AI transformation, change leadership, or similarly complex stakeholder‑facing roles.
• Demonstrated experience working with AI‑enabled or data‑driven platforms, with accountability for adoption and impact—not just implementation.
• Strong analytical capability, including experience analyzing adoption and experience data, distinguishing causation from correlation, and translating insight into action.
• Proven ability to influence senior leaders and cross‑functional stakeholders without formal authority.
• Executive‑ready communication skills; able to turn data into clear, compelling value narratives.

Preferred

• Hands‑on experience with modern HR Digital platforms (e.g., Workday, ServiceNow) and AI‑enabled services or analytics.
• Experience designing experience journeys, continuous listening models, or feedback loops that inform product and service improvement.
• Experience in large, regulated, global environments (e.g., healthcare or life sciences).
• Evidence of building or standing up new capabilities, functions, or operating models.

Leadership Mindset

• Outcome‑driven and analytically grounded
• Human‑centered, with pragmatic optimism about AI
• Comfortable operating in ambiguity while creating clarity
• Trusted partner who challenges assumptions with data and empathy
• Builder mindset—focused on durable, scalable impact

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

#LI-Hybrid

Required Skills:

 

 

Preferred Skills:

Consulting, Cross-Functional Collaboration, Cultural Competence, Employee Experience, Employee Relations, HR Best Practices, HR Operational Planning and Organizing, HR Strategic Management, Human Resources (HR) Auditing, Human Resources Development, Human Resources Operations, Industry Analysis, Mentorship, Organizational Project Management, Servant Leadership, Tactical Planning, Talent Management, Technical Credibility, Transparency Reporting

 

 

The anticipated base pay range for this position is :

$150,000.00 - $258,750.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, 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.



Subject to the terms of their respective policies and date of hire, 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 Colorado –48 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

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits