Digital CX & Insights Lead Analyst

Brighter Signals; Raynham (MA); Híbrido; USD 94.000 - 152.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Vacation –120 hours per year

Sick time –40 hours per year

Holiday pay –13 days per year

Parental Leave –480 hours per year

Descripción de la vacante

Johnson & Johnson is seeking a Lead Analyst, Digital CX Channels & Insights to drive cross-channel improvements across digital and assisted-service channels. Location options include Raynham, MA, Raritan, NJ, Palm Beach Gardens, FL or West Chester, PA.

The role focuses on translating business needs into prioritized requirements, analyzing channel performance, and partnering with IT and stakeholders to deliver scalable CX solutions. Up to 15% travel expected across US locations.

Formación

• 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.

Responsabilidades

• 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.
• 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.
• 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.
• 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.
• 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.

Conocimientos

Digital CX leadership

Analytics & problem solving

Project leadership

Communication skills

Excel & PowerPoint

Educación

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

Herramientas

Excel

PowerPoint

Descripción del empleo

Johnson & Johnson is seeking a Lead Analyst, Digital CX Channels & Insights to drive cross-channel improvements across digital and assisted-service channels. Location options include Raynham, MA, Raritan, NJ, Palm Beach Gardens, FL or West Chester, PA.

The role focuses on translating business needs into prioritized requirements, analyzing channel performance, and partnering with IT and stakeholders to deliver scalable CX solutions. Up to 15% travel expected across US locations.