Lead Analyst, Digital CX & Insights - Remote

Brighter Signals; Warsaw (IN); Remote; USD 94,000 - 152,000; Full time

Benefits offered by this job

Vacation – PTO

Job summary

Johnson & Johnson is seeking a Lead Analyst, Digital CX Channels & Insights to advance the digital experience for DePuy Synthes customers and the sales organization. You will connect business needs with channel data to drive measurable improvements across multiple digital channels and support cross-functional initiatives.

Based in part in the US with multiple locations, the role requires strong analytics, problem solving, and cross-functional leadership.

Qualifications

• 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, CRM, analytics, deployment, supply chain, or a related business function.
• Excellent written, verbal, facilitation, and presentation skills, including the ability to communicate with technical, business, field, and leadership audiences.

Responsibilities

• 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.

Skills

Excel

PowerPoint

Salesforce CRM

Genesys IVR

Power BI

Tableau

Lean Six Sigma

Education

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

Tools

ERP systems

Job description

Johnson & Johnson is seeking a Lead Analyst, Digital CX Channels & Insights to advance the digital experience for DePuy Synthes customers and the sales organization. You will connect business needs with channel data to drive measurable improvements across multiple digital channels and support cross-functional initiatives.

Based in part in the US with multiple locations, the role requires strong analytics, problem solving, and cross-functional leadership.