Senior Director Customer Services and Capabilities Johnson & Johnson Health Care Systems, Inc.
Dawnel is currently the Senior Director of Customer Services and Capabilities at Johnson & Johnson. She is a leader focused on customer experience and enablement spanning customer services, customer analytics solutions, and self-service apps. One of her key focus areas is optimizing the digital customer experience by meeting the customer where they are on the eCommerce maturity curve – enabling solutions that make it easy to do business with Johnson & Johnson. Since joining Johnson & Johnson in 2002, she has worked in several different roles primarily across the Medical Devices and Consumer segments, with additional experience in Pharmaceuticals. She started her career in Information Technology supporting the Medical Devices Sales and Marketing functions. She has participated on product launch teams, observed our products being used in surgery, led social media campaigns and launched new apps in the App Store. Together these experiences sparked an interest in our customer experience. We are always learning more about how our customers perceive us and what drives a best in class customer experience. Dawnel’s background in Information Technology helps her connect how technology can enable our business. Over the last few years, she has worked to reduce our reliance on manual process and introduced new capabilities that enable our customer service staff. Dawnel holds a Bachelor of Science degree in Computer Science from the University of California, Davis. She participates in many local community events and is an active mentor in the WINGS program through Rutgers University.