Global Customer Service Strategy & Analytics Lead

6029-MEDICAL DEVICE BUSINESS SERVICES, INC. Legal Entity; Raynham, Clearwater (MA, CA); On-site; USD 87,000 - 124,000; Full time

Benefits offered by this job

Vacation – 120 hours per year

Sick time – 40 hours per year

Floating holidays – 13 days per year

Parental Leave – 480 hours per year

Job summary

Johnson & Johnson, DePuy Synthes in Raynham, MA, seeks a Lead Analyst for Global Customer Service Strategy to shape an enterprise‑wide service model. You will partner with regional teams and digital functions to enable growth, transformation, and superior customer experiences.

You will design dashboards, analyze service data, and deliver executive insights to drive action across regions and functions. A 5+ year background in healthcare analytics is preferred.

Qualifications

• Bachelor’s degree required in a related field.
• 5+ years in supply chain, customer service, or healthcare analytics.
• Strong data storytelling with executive-ready insights and visuals.
• Able to manage multiple priorities in a matrixed environment.
• Experience gathering requirements from global stakeholders and delivering reporting solutions.
• Excel expertise plus familiarity with analytics tools (SAP, ERP, CRM, Tableau, SQL, Alteryx).

Responsibilities

• Standardize global customer service processes across regions.
• Track adoption of strategic initiatives and ensure consistent execution worldwide.
• Improve service efficiency, responsiveness, and end‑to‑end customer experience.
• Support digital enablement and transformation initiatives for customer service.
• Design, build, and maintain dashboards and reporting tools for visibility into performance.
• Partner with regional leaders, operations, sales, supply chain, and digital teams to translate requirements into analytics.
• Analyze data to identify trends, risks, and opportunities to improve performance.
• Create executive summaries and visualizations to support leadership decisions.
• Serve as SME for customer service analytics and dashboard development.

Skills

Data storytelling

Advanced Excel

Multitasking

Cross-functional collaboration

Communication

Education

Bachelor’s degree in Business, Data Science, Data Analytics, Information Systems, Finance, Supply chain, or related field

Tools

Power BI

SAP

ERP

CRM

Tableau

SQL

Alteryx

Job description

Johnson & Johnson, DePuy Synthes in Raynham, MA, seeks a Lead Analyst for Global Customer Service Strategy to shape an enterprise‑wide service model. You will partner with regional teams and digital functions to enable growth, transformation, and superior customer experiences.

You will design dashboards, analyze service data, and deliver executive insights to drive action across regions and functions. A 5+ year background in healthcare analytics is preferred.