Customer Insights & Experience Senior Analyst

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:

Sales Enablement

Job Sub Function:

Sales Effectiveness

Job Category:

Business Enablement/Support

All Job Posting Locations:

São Paulo, Brazil

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 Johnson & Johnson.

We are searching for the best talent for a Customer Insights & Experience Senior Analyst position, based in São Paulo.

Purpose: The Customer Insights & Experience Senior Analyst supports the generation of customer and field force insights to enable commercial decision-making, customer engagement, and business performance across multiple countries. This role collaborates with Commercial, Marketing, Customer Engagement, Analytics, and other cross-functional teams to transform data into meaningful insights, support field force execution, enhance customer experience, and contribute to performance management initiatives. The Senior Analyst supports analytics, performance reporting, customer journey evaluations, and process improvement initiatives, helping translate data and business needs into actionable recommendations.

Key Responsibilities

Field Force Performance & Commercial Insights

• Support Field Force Performance initiatives aligned with commercial priorities.
• Analyze field force productivity, effectiveness, reach, frequency, coverage, and execution metrics.
• Monitor KPIs and identify trends and opportunities to improve commercial execution and customer engagement.
• Prepare performance analyses and insights to support business discussions and decision-making.
  

Analytics & Insights Generation

• Conduct analyses leveraging customer, sales, field force, and omnichannel data.
• Translate data into clear, relevant, and actionable business insights.
• Develop and maintain dashboards, reports, and visualizations that support business planning and execution.
• Support segmentation, targeting, call planning, and performance measurement activities.
• Contribute to identifying business opportunities through structured data analysis.
  

Customer Experience & Journey Optimization

• Analyze customer behaviors and engagement patterns across relevant touchpoints.
• Support the identification of opportunities to improve customer experience and field interactions.
• Provide insights that support omnichannel initiatives and understanding of customer preferences.
• Contribute to customer journey mapping and optimization initiatives.
  

Cross-Functional Partnership

• Collaborate with Commercial, Marketing, Customer Engagement, Business Analytics, IT, and other stakeholders.
• Participate in cross-functional initiatives focused on performance improvement and execution excellence.
• Communicate insights and recommendations clearly to business stakeholders.
• Support business teams with data-driven analyses and storytelling.
  

Process Excellence & Innovation

• Contribute to the continuous improvement and standardization of reporting, analytics, and performance management processes.
• Identify opportunities for automation and process simplification.
• Support the implementation and adoption of analytics tools, methodologies, and best practices.
• Ensure consistency and quality across performance-related deliverables.
  

Governance & Compliance

• Ensure compliance with internal policies, data privacy requirements, and applicable regulatory standards.
• Maintain high standards of data quality, accuracy, and integrity.
• Promote the ethical and responsible use of customer and business information.
  

Qualifications / Requirements

• Bachelor's degree in Business Administration, Engineering, Economics, Statistics, Data Science, Marketing, or related fields.
• Experience or demonstrated knowledge in Customer Insights, Commercial Analytics, Business Intelligence, Sales Effectiveness, Field Force Performance, or related areas.
• Strong analytical and problem-solving skills.
• Experience working with datasets, dashboards, and performance reporting.
• Ability to translate data into clear insights and business recommendations.
• Good communication and storytelling capabilities.
• Ability to collaborate effectively in cross-functional and matrix environments.
• Knowledge of healthcare, pharmaceutical, or other highly regulated industries is desirable.
• Knowledge of analytics and visualization tools such as Power BI, Tableau, IQVIA, CRM platforms, or similar is desirable.
• Strong collaboration, accountability, and customer-centric mindset.
• Ability to manage multiple priorities with attention to quality and deadlines.
• Fluent Portuguese, Intermediate English; Spanish is highly desirable.

 

 

Required Skills:

 

 

Preferred Skills:

Business Development, Collaboration, Communication, Continuous Improvement, Customer Centricity, Execution Focus, Marketing Integration, Operational Excellence, Performance Monitoring, Problem Solving, Process Optimization, Sales Enablement, Sales Support, Solutions Selling, Standard Operating Procedure (SOP), Supervision