Global Customer Service Analytics Lead

Johnson & Johnson; Raynham (MA); On-site; USD 110,000 - 140,000; Full time

Job summary

DePuy Synthes, a Johnson & Johnson company, is seeking a Lead Analyst for Global Customer Service Strategy to help shape and advance the global customer service operating model from Raynham, MA. Hybrid collaboration with cross-functional teams and regional stakeholders to implement and track global strategies.

The role focuses on analytics, digital transformation, and enterprise-wide improvements in service efficiency and customer experience, with potential relocation/rotation within the DePuy

Qualifications

• Minimum of 5 years of experience in supply chain, customer service, systems management within healthcare, medical devices, or related business functions.
• Strong data storytelling ability with translating data into insights.

Responsibilities

• Support the standardization of global customer service processes, operating models, and performance metrics across regions.
• Coordinate with regional and functional customer service stakeholders to track adoption of strategic initiatives and ensure consistent execution worldwide.
• Support cross-functional initiatives that improve service efficiency, responsiveness, and end‑to‑end customer experience.
• Support digital enablement and transformation initiatives impacting customer service capabilities, tools, and analytics.
• Design, build, and maintain dashboards and reporting tools that provide clear visibility into global customer service performance, trends, and operational priorities.
• Partner with regional customer service leaders, operations teams, commercial partners, supply chain, and digital teams to understand reporting needs and translate business requirements into actionable analytics solutions.
• Analyze customer service data to identify trends, gaps, risks, and opportunities that improve service performance, responsiveness, efficiency, and customer experience.
• Create executive-ready summaries, insights, and visualizations that convert complex data into clear business recommendations and support leadership decision-making.

Skills

Data storytelling

Education

Bachelor's degree

Tools

Power BI

Job description

DePuy Synthes, a Johnson & Johnson company, is seeking a Lead Analyst for Global Customer Service Strategy to help shape and advance the global customer service operating model from Raynham, MA. Hybrid collaboration with cross-functional teams and regional stakeholders to implement and track global strategies.

The role focuses on analytics, digital transformation, and enterprise-wide improvements in service efficiency and customer experience, with potential relocation/rotation within the DePuy