Technical Lead, CX Insights & Analytics

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:

Data Analytics & Computational Sciences

Job Sub Function:

Business Intelligence

Job Category:

Professional

All Job Posting Locations:

Jacksonville, Florida, United States of America

Job Description:

We are currently recruiting for a Technical Lead, CX Insights & Analytics to be located fully on site in Jacksonville, FL

About Vision

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 on the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.  

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

The Technical Lead, Customer Experience Insights & Analytics Platforms provides enterprise technical leadership for Qualtrics XM Discover and its supporting analytics ecosystem. The role owns platform architecture, integration design, production reliability, data integrity, security and access governance, model performance, and technical standards across Qualtrics XM Discover, Databricks, SQL, business intelligence tools, and connected data sources. Acting as the senior technical authority and a hands-on lead, this position translates business needs into scalable solutions, directs complex technical delivery, manages platform risk and lifecycle decisions, and enables analysts and business partners to generate trusted customer insights.

Key Responsibilities

• Serve as the technical owner and primary subject-matter expert for Qualtrics XM Discover and its supporting data, integration, and reporting ecosystem.
• Define and maintain the target architecture, technical roadmap, design patterns, environments, release controls, and lifecycle strategy for CX analytics platforms.
• Design, configure, and oversee secure, scalable integrations and data pipelines connecting customer interaction, survey, CRM, contact-center, and operational data.
• Own production data integrity, connector and feed health, observability, incident resolution, performance optimization, capacity planning, and service continuity.
• Establish governance for data access, privacy, retention, taxonomy, lineage, model changes, documentation, and promotion of solutions into production.
• Lead the design, tuning, validation, and quality assurance of categorization, sentiment, effort, text analytics, intelligent scoring, agent-behavior, and predictive models.
• Guide the technical development of dashboards, reusable data products, APIs, SQL assets, and analytical workflows in Qualtrics XM Discover, Databricks, and BI tools.
• Partner with IT, security, privacy, data engineering, vendors, architects, and business stakeholders to translate requirements into compliant technical solutions.
• Evaluate platform capabilities, technical debt, vendor options, investment tradeoffs, and emerging technologies; recommend priorities based on value, risk, and scalability.
• Set technical standards, conduct design and quality reviews, mentor analysts and technical contributors, and provide executive-level communication on platform health, risk, roadmap, and value.
• Any additional responsibilities might be added as required.

Required Qualifications

• Bachelor’s degree in Computer Science, Data Science, Information Systems, Engineering, Analytics, or a related field; equivalent relevant experience may be considered.
• Typically 7 or more years of progressively responsible experience in analytics platforms, data engineering, solution architecture, enterprise applications, or related technical disciplines.
• Demonstrated experience leading complex platform implementations, integrations, or modernization initiatives in a large enterprise environment.
• Deep hands-on expertise with Qualtrics XM Discover or a comparable enterprise Voice of the Customer, speech analytics, text analytics, or experience-management platform.
• Advanced experience with Databricks or a comparable cloud data platform, SQL, data pipelines, APIs, data modeling, and performance optimization.
• Strong knowledge of platform security, access controls, privacy, retention, data quality, lineage, change management, and production governance.
• Demonstrated ability to provide technical direction, influence cross-functional teams and vendors, resolve complex issues, and communicate architecture and risk to senior leaders.

Preferred Qualifications

• Proficiency in Python, Scala, R, PySpark, or comparable languages and frameworks used for analytics or data engineering.
• Advanced knowledge of natural-language processing, machine learning, predictive analytics, and responsible AI practices.
• Experience with cloud architecture, CI/CD, automated testing, monitoring, metadata management, or catalog and governance capabilities.
• Experience integrating contact-center, CRM, survey, and omnichannel data, including platforms such as Genesys and Microsoft Dynamics.
• Relevant platform, cloud, data engineering, architecture, or analytics certifications.
• Experience operating in a regulated, global, or matrixed enterprise environment.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

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:

Advanced Analytics, Analytical Reasoning, Business Behavior, Business Intelligence (BI), Data Analysis, Data Capturing, Data-Driven Decision Making, Data Modeling, Data Privacy Standards, Data Reporting, Detail-Oriented, Execution Focus, Process Oriented, Project Support, Requirements Analysis, Statistical Analysis Systems (SAS) Programming, Workflow Analysis