Lead Analyst, Digital CX & Insights - Remote

Brighter Signals; Florida; Hybride; USD 94 000 - 152 000; Plein temps

Avantages offerts par ce poste

Vacation –120 hours per calendar year

Sick time –40 hours per calendar year

Holiday pay –13 days per calendar year

Parental Leave – 480 hours

Résumé du poste

Johnson & Johnson is recruiting a Lead Analyst, Digital CX Channels & Insights to improve the digital experience for DePuy Synthes customers and the sales organization.

Located in multiple US locations, including Raynham, MA, Raritan, NJ, Palm Beach Gardens, FL or West Chester, PA, the role connects business needs with channel performance and operational data to deliver measurable improvements across digital channels.

Qualifications

• Bachelor's degree or higher in a related field.
• 6+ years in digital CX, customer operations, CRM, analytics, or related business function.
• Experience leading complex cross-functional programs in a matrixed org.
• Strong written, verbal, facilitation and presentation skills.
• Proficiency with Excel and PowerPoint.

Responsabilités

• Lead cross-functional improvements across digital CX channels (Salesforce CRM, IVR, portals, digital ordering).
• Develop metrics, dashboards, and actionable recommendations linking customer/field experience to outcomes.
• Partner with IT and business stakeholders on roadmaps, requirements, and adoption.
• Identify handoff gaps between digital self-service and support functions.

Connaissances

Analytical skills

Cross-functional leadership

Project management

Communication

Data-driven decision making

Process improvement

SQL/data analysis

Excel & PowerPoint

Formation

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

Outils

Salesforce CRM

Genesys IVR

Power BI

ERP systems

Description du poste

Johnson & Johnson is recruiting a Lead Analyst, Digital CX Channels & Insights to improve the digital experience for DePuy Synthes customers and the sales organization.

Located in multiple US locations, including Raynham, MA, Raritan, NJ, Palm Beach Gardens, FL or West Chester, PA, the role connects business needs with channel performance and operational data to deliver measurable improvements across digital channels.