Global Customer Service Strategy Lead - Analytics

Johnson & Johnson MedTech; Raynham (MA); On-site; USD 87,000 - 124,000; Full time

Job summary

Johnson & Johnson, a leader inhealthcare and MedTech, seeks a Lead Analyst for Global Customer Service Strategy in Raynham, MA. You will shape the global service operating model and partner with regional teams to drive performance and digital transformation.

You will design analytics solutions, build executive-ready dashboards, and translate data into actionable recommendations for leadership. The role emphasizes cross-functional collaboration and continuous improvement.

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 skills, with the ability to convert complex data into clear executive-ready insights, visuals, and recommendations.
• Ability to manage multiple priorities and deadlines in a fast-paced, matrixed environment.
• Experience working with cross-functional and global stakeholders to gather requirements, align on metrics, and deliver reporting solutions.

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.
• Serve as a subject matter expert for customer service analytics, Power BI/dashboard development, data storytelling, and performance reporting.

Skills

Supply chain experience

Customer service experience

Data storytelling

Cross-functional collaboration

Advanced Excel

Power BI

Education

Bachelor’s degree

Tools

SAP

ERP

CRM

Tableau

SQL

Alteryx

Job description

Johnson & Johnson, a leader inhealthcare and MedTech, seeks a Lead Analyst for Global Customer Service Strategy in Raynham, MA. You will shape the global service operating model and partner with regional teams to drive performance and digital transformation.

You will design analytics solutions, build executive-ready dashboards, and translate data into actionable recommendations for leadership. The role emphasizes cross-functional collaboration and continuous improvement.