CXM Global Product Analyst

6090-Johnson & Johnson Services Inc. Legal Entity; Raritan (NJ); On-site; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson is hiring a Customer Service Experience Global Product Analyst based in New Brunswick or Raritan, NJ. The role supports the Global Business Product Owner, translating business needs into requirements, and driving adoption of digital solutions across IT, Business, and Programs.

You will help ensure solutions are well-defined, delivered optimally, and fully adopted, with measurable improvements in customer service efficiency and experience.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2–5 years’ experience in Service, Commercial Operations, business analysis, or related roles.
• Experience supporting business transformation, product delivery, or process improvement.
• Strong analytical, facilitation, and interpersonal skills.

Responsibilities

• Own business requirements, process optimization, capability roadmap, and backlog prioritization.
• Translate business needs into user stories and support backlog readiness.
• Partner with IT and Product teams to deliver product aligned with business needs.
• Support change, adoption, and partner alignment.

Skills

Analytical skills

Facilitation

Interpersonal skills

Data-driven

Agile experience

Education

Bachelor’s degree or equivalent experience

Tools

CRM/CXM platforms (Microsoft Dynamics)

Job description

Company Culture

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

Job Function

Job Function: Technology Product & Platform Management Job Sub Function: Technical Product Management Job Category: Scientific/Technology All Job Posting Locations: New Brunswick, New Jersey, United States of America, Raritan, New Jersey, United States of America

Job Description

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

We are searching for the best talent for a Customer Service Experience Global Product Analyst to based in New Brunswick or Raritan, NJ.

Purpose: This role supports the Global Business Product Owner (BPO), helping translate business needs into requirements, support process development, and drive adoption of digital solutions globally. The Product Analyst will partner across Business, IT, and Program teams to ensure solutions are well-defined, delivered optimally, and fully adopted—driving measurable improvements in customer service efficiency and customer experience.

Responsibilities

• Business Ownership & Delivery Support Customer Service Experience business requirements, process optimization, capability roadmap, and backlog prioritization
• Translate business needs into user stories and support backlog readiness and prioritization
• Partner with IT and Product teams to deliver product in alignment with business need
• Change, Adoption & Communications Support organizational change and adoption strategy for the Customer Service Experience
• Help develop clear, business-focused communications that reinforce value and desired behaviors
• Engage partners and capture feedback to drive alignment across functions
• Training & Enablement Support development and delivery of role-based training and enablement for business users
• Assist in ensuring training, communications, and documentation are aligned to support adoption
• Help build capabilities to sustain new ways of working post-launch
• Execution & Continuous Improvement Support testing, deployment, and post-launch stabilization
• Assist in facilitating workshops and cross-functional forums to drive decisions and resolve issues
• Capture feedback and support continuous improvement to improve outcomes
• Performance & Value Realization Track and report progress against targets related to adoption, service efficiency, and process performance
• Support efforts to ensure business benefits realized and sustained

An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.

Required Skills & Experience

• Bachelor’s degree or equivalent experience
• 2–5 years’ experience in Service, Commercial Operations, business analysis, or related roles
• Experience supporting business transformation, product delivery, or process improvement
• Solid understanding of Customer Service operations (preferred)
• Experience supporting change, adoption, and partner alignment
• Strong analytical, facilitation, and interpersonal skills
• Data-driven approach with experience tracking adoption and operational impact

Preferred Skills & Experience

• Experience with CRM/CXM platforms (e.g., Microsoft Dynamics)
• Agile experience (user stories, backlog, refinement)
• Organizational change exposure or certification (e.g., Prosci)
• Experience supporting or delivering training programs
• Agility Jumps, Analytics Insights, Business Alignment, Business Behavior, Collaboration Tools, Communication, Cost-Benefit Analysis (CBA), Data Analysis, Monitoring, Evaluation, and Learning (MEL), Problem Solving, Process Oriented, Project Management Methodology (PMM), Project Management Office (PMO), Project Reporting, Project Support, Statement of Work (SOW), Time Management

Equal Opportunity Statement

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 and 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 email the Employee Health Support Center ([e-mail]) or contact AskGS to be directed to your accommodation resource.

Base Pay

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)). 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

Company Culture (Repeat)

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 https://www.jnj.com/.

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