Lead Analyst, Digital CX Channels & Insights

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:

Project/Program Management Group

Job Sub Function:

Project/Program Management

Job Category:

Professional

All Job Posting Locations:

Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Remote (US), Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of America

Job Description:

DePuy Synthes is recruiting for a Lead Analyst, Digital CX Channels & Insights to be located at Raynham, MA, Raritan, NJ, Palm Beach Garden, FL or West Chester, PA.

About Orthopedics

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopedics? Ready to join a team that’s reimagining how we heal? Our Orthopedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The Lead Analyst, Digital CX Channels & Insights, leads cross-functional efforts to improve the digital experience for DePuy Synthes customers and the sales organization. The role connects business needs, customer and field feedback, channel performance, and operational data to identify friction, recommend solutions, and deliver measurable improvements across multiple Digital Channels (Salesforce CRM, IVR, GHX/EDI, eSIMS, and DS Ordering Services). The Lead Analyst operates with a high degree of autonomy, coordinates work across business and technology partners, and provides day-to-day functional leadership without serving as the formal people manager unless separately assigned.

Purpose 

• Increase ease of doing business for customers and the sales organization across digital and assisted-service channels. 

• Use data, process analysis, and voice-of-customer and voice-of-field insights to identify root causes, trends, risks, and improvement opportunities. 

• Translate business needs into prioritized requirements, channel enhancements, operating changes, and implementation plans. 

• Drive adoption, standardization, and continuous improvement while supporting reliable, compliant, and scalable digital DX/CX operations.

Key Responsibilities

Digital Channel Leadership

• Lead cross-channel improvement initiatives spanning Salesforce CRM, IVR, customer portals, digital ordering and interaction channels, and related customer service workflows

• Coordinate discovery, requirements, testing, deployment, adoption, and post-launch optimization for channel enhancements and pilots.

• Partner with IT and business stakeholders on channel roadmaps, backlog priorities, governance, user experience improvements, and release readiness.

• Identify handoff gaps between digital self-service, customer service, sales, supply chain, and supporting systems.

Insights, Analytics & Problem Solving

• Develop and analyze channel, customer, sales, service, supply chain, and operational performance metrics to identify trends and improvement opportunities.

• Create scorecards, dashboards, and actionable recommendations that connect customer and field experience to service efficiency and business outcomes.

• Conduct quantitative and qualitative analysis across multiple data sources and clearly communicate findings, assumptions, risks, and recommended actions.

• Monitor adoption and performance after implementation and adjust solutions based on evidence and stakeholder feedback.

Process Improvement & Business Enablement

• Lead continuous improvement efforts that streamline workflows, reduce avoidable manual effort, improve data quality, and strengthen the customer and sales-force experience.

• Map current and future-state processes, identify root causes, and recommend scalable solutions using Lean or process-excellence methods where appropriate.

• Establish repeatable standards for intake, prioritization, testing, deployment, documentation, change management, and benefit tracking.

• Support training, communications, and adoption activities for internal teams and channel users.

Cross-Functional Team Leadership

• Provide functional leadership to analysts and project contributors, including work coordination, coaching, quality review, and removal of execution barriers.

• Lead working sessions with Sales, Customer Service, Marketing, Finance, Supply Chain, Business Operations, Global Services, IT, and other partners.

• Influence decisions and drive accountability in a matrixed environment, including situations where the role has no direct authority.

• Prepare concise recommendations, decisions, risks, and performance updates for management and leadership.

Governance, Controls & Sustainability

• Support data governance, internal controls, privacy, security, and applicable policy requirements across digital CX solutions.

• Maintain clear documentation of business requirements, decisions, processes, standard work, metrics, and ownership.

• Escalate material risks, unresolved dependencies, and resource constraints with practical options and recommended next steps.

Qualifications

Required

• Bachelor's degree in Business, Information Systems, Operations, Analytics, Supply Chain, Engineering, or a related field

• 6+ years of progressive experience in digital customer experience, customer operations, CRM, contact center, analytics, deployment, supply chain, or a related business function.

• Experience leading complex projects, programs, platforms, or cross-functional workstreams in a matrixed organization.

• Strong analytical and structured problem-solving skills, with the ability to turn data and stakeholder input into actionable solutions.

• Experience documenting business requirements, improving processes, supporting testing, and driving implementation and adoption.

• Excellent written, verbal, facilitation, and presentation skills, including the ability to communicate with technical, business, field, and leadership audiences.

• Proficiency with Microsoft Excel and PowerPoint.

Preferred

• Hands-on experience with Salesforce CRM and Genesys IVR or comparable CRM and contact-center platforms.

• Experience with customer portals, EDI, ERP, digital ordering, customer analytics, or service-performance tools.

• Experience in medical devices, healthcare, life sciences, or another regulated industry.

• Experience supporting customers, sales teams, customer service teams, or field-based operations.

• Working knowledge of Tableau, Power BI, SAP, Visio, or similar analytics and process-mapping tools.

• Lean, Six Sigma, project management, digital CX, analytics, or change-management training or certification.

Other:

• Located in Raritan, NJ with considerations made for other US locations or remote
• Requires up to 15% primarily domestics travel.

**Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. 

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, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

 

 

Preferred Skills:

Agility Jumps, Analytics Insights, Business Alignment, Coaching, Communication, Cost-Benefit Analysis (CBA), Cross-Functional Collaboration, Monitoring, Evaluation, and Learning (MEL), Persistence and Tenacity, Problem Solving, Process Oriented, Project Management Methodology (PMM), Project Management Office (PMO), Project Management Tools, Project Reporting, Statement of Work (SOW)

 

 

The anticipated base pay range for this position is :

$94,000.00 - $151,800.00

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