Senior Data Analyst, CX Insights

Johnson & Johnson Innovative Medicine; Jacksonville (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Johnson & Johnson is seeking a Senior Data Analyst, CX Insights, to join the Data Analytics & Computational Sciences team on-site in Jacksonville, FL. You will lead analyses of customer interactions, sentiment, and operational performance, building dashboards and actionable insights using Databricks, Power BI, Tableau, and Qualtrics XM Discover.

Ideal candidates bring 5+ years in data analytics, deep SQL, experience with VOC platforms, and the ability to communicate complex results to senior

Qualifications

• Bachelor's degree or equivalent in data-related field.
• 5+ years experience in data analytics, CX analytics, BI or related discipline.
• Advanced SQL and large dataset analysis experience in Databricks or similar.
• Experience with Qualtrics XM Discover or similar VOC/voice analytics platform.
• Experience building dashboards in Power BI/Tableau or similar tools.
• Ability to lead analytical work and communicate with non-technical and senior audiences.

Responsibilities

• Lead analyses of customer interactions, sentiment, effort and surveys.
• Develop SQL queries and analytics workflows in Databricks.
• Create dashboards and executive visuals using Power BI/Tableau/Qualtrics Discover.
• Translate business questions into analytical plans and hypotheses.
• Present insights to senior stakeholders and drive action.

Skills

Advanced SQL

Databricks

Power BI

Tableau

Qualtrics XM Discover

Data storytelling

Stakeholder communication

Education

Bachelor's degree in Data Science/Analytics/CS/Engineering

Tools

Databricks

Power BI

Tableau

Qualtrics XM Discover

SQL

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, and solutions are personal.Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Data Analytics & Computational Sciences

Job Sub Function:

Business Intelligence

Job Category:

Professional

All Job Posting Locations:

Jacksonville, Florida, United States of America

Job Description:

We are currently recruiting for a Senior Data Analyst, CX Insights to be located fully on site in Jacksonville, FL.

About Vision

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The Senior Data Analyst, CX Insights contributes to the Business Intelligence team as an entry to developing individual contributor, who works under close supervision. Helps implement projects, programs, and processes in support of the organization’s overall Data Analytics & Computational Sciences strategy. Applies theoretical knowledge of the Business Intelligence field to carry out procedures and plans for the area.

Key Responsibilities

• Lead complex analyses of customer interactions, sentiment, effort, themes, surveys, and operational performance to identify experience drivers and priority opportunities.
• Develop and optimize advanced SQL queries and analytical workflows in Databricks to integrate, validate, and analyze large datasets.
• Build and maintain decision-ready dashboards, KPI reporting, and executive-level visualizations using Qualtrics XM Discover , Power BI, Tableau, or comparable tools.
• Translate ambiguous business questions into structured analytical approaches, testable hypotheses, and clear deliverables.
• Conduct root-cause, trend, and predictive analyses.
• Convert analytical findings into prioritized recommendations and partner with business owners to track actions, outcomes, and value realized.
• Present insights to senior stakeholders using concise narratives that connect customer signals to service, quality, efficiency, retention, and financial outcomes.
• Validate dashboard results against source data and apply data-quality, documentation, reproducibility, and privacy standards.
• Serve as a subject-matter resource for Customer Experience analytics and provide peer review or informal coaching to analysts without direct people-management accountability.
• Any additional responsibilities might be added as required

Required Qualifications

• Bachelor’s degree in Data Science, Analytics, Statistics, Computer Science, Information Technology, Engineering, Business Analytics, or a related field; equivalent relevant experience may be considered.
• Typically 5 or more years of progressively responsible experience in data analytics, customer experience analytics, business intelligence, or a related discipline.
• Advanced SQL proficiency and hands-on experience analyzing large datasets in Databricks or a comparable cloud data platform.
• Demonstrated experience with Qualtrics XM Discover or a comparable Voice of the Customer, speech analytics, text analytics, or experience-management platform.
• Experience developing dashboards and reporting solutions in Power BI, Tableau, or a similar visualization tool.
• Demonstrated ability to independently lead analytical work, communicate with nontechnical and senior audiences, and influence decisions without formal authority.
• Strong critical-thinking, problem-solving, stakeholder-management, and data-storytelling skills.

Preferred Qualifications

• Proficiency in Python, R, or Scala for data preparation, statistical analysis, automation, or modeling.
• Experience with statistical modeling, machine learning, natural-language processing, predictive analytics, or experimental design.
• Knowledge of contact-center data, omnichannel customer journeys, Customer Service operations, and CX measures such as sentiment, effort, satisfaction, and first-contact resolution.
• Experience quantifying the value or return on investment generated by analytics-led improvements.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Advanced Analytics, Analytical Reasoning, Business Behavior, Business Intelligence (BI), Data Analysis, Data Capturing, Data-Driven Decision Making, Data Modeling, Data Privacy Standards, Data Reporting, Detail-Oriented, Execution Focus, Process Oriented, Project Support, Requirements Analysis, Statistical Analysis Systems (SAS) Programming, Workflow Analysis