Senior Analyst, Digital CX & Insights (Remote)

6029-MEDICAL DEVICE BUSINESS SERVICES, INC. Legal Entity; Raritan Township (ND); Hybrid; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson is recruiting for a Lead Analyst, Digital CX Channels & Insights to be located at multiple US sites, including Raynham, MA, Raritan, NJ, Palm Beach Gardens, FL or West Chester, PA. This role leads digital channel strategy across CRM, IVR, and customer portals to improve omni-channel experience.

The ideal candidate has 6+ years in digital customer experience, strong analytical skills, and expertise in Excel, PowerPoint, and data visualization tools.

Qualifications

• Bachelor's degree in Business, Information Systems, Operations, Analytics, Supply Chain, Engineering, or related field.
• 6+ years of progressive experience in digital CX, analytics, or related field in a matrixed org.
• Strong written, verbal, facilitation, and presentation skills with proficiency in Excel and PowerPoint.

Responsibilities

• Lead cross-channel improvement initiatives spanning Salesforce CRM, IVR, customer portals, digital ordering and related workflows.
• Coordinate discovery, requirements, testing, deployment, adoption, and post-launch optimization for channel enhancements.
• Partner with IT and business stakeholders on channel roadmaps, backlog priorities, governance, UX 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, and operations metrics to identify trends and opportunities.

Skills

Analytical skills

Communication skills

Project management

Cross-functional collaboration

Excel & PowerPoint

Education

Bachelor's degree in Business/Information Systems/Operations/Analytics/Supply Chain/Engineering

Tools

Salesforce CRM

Genesys IVR

Power BI

Tableau

SAP

Job description

Johnson & Johnson is recruiting for a Lead Analyst, Digital CX Channels & Insights to be located at multiple US sites, including Raynham, MA, Raritan, NJ, Palm Beach Gardens, FL or West Chester, PA. This role leads digital channel strategy across CRM, IVR, and customer portals to improve omni-channel experience.

The ideal candidate has 6+ years in digital customer experience, strong analytical skills, and expertise in Excel, PowerPoint, and data visualization tools.