Technical Lead, CX Insights & Analytics

6094-Johnson & Johnson Vision Care, Inc. Legal Entity

Jacksonville (FL)

On-site

USD 140,000 - 190,000

Full time

4 days ago

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Job summary

The Technical Lead, CX Insights & Analytics Platforms, will be located fully on site in Jacksonville, FL, and provide enterprise technical leadership for Qualtrics XM Discover and its analytics ecosystem. You will own architecture, data pipelines, security, governance, and model performance, translating business needs into scalable solutions and guiding analysts and partners to trusted customer insights.

This role requires strong collaboration with IT, security, data engineering, and vendors to

Qualifications

Bachelor’s degree in CS/DS/IS/Engineering/Analytics or related field.
7+ years of experience in analytics platforms, data engineering, solution architecture, or related disciplines.
Experience leading complex platform implementations in large enterprise environments.
Hands-on experience with Qualtrics XM Discover or similar VOC/text analytics.
Proficiency with Databricks, SQL, data pipelines, and data modeling.

Responsibilities

Own Qualtrics XM Discover and its data ecosystem as technical owner.
Define target architecture, roadmap, patterns, environments, and lifecycle strategy for CX analytics platforms.
Design secure, scalable data integrations connecting customer interaction, survey, CRM, and operations data.
Own production data integrity, health of connectors, observability, and governance.
Lead design, validation, and QA of categorization, sentiment, and predictive models.
Guide development of dashboards, APIs, and analytic workflows in Qualtrics XM Discover and BI tools.

Skills

Advanced Analytics

Analytical Reasoning

Business Intelligence

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

SAS Programming

Workflow Analysis

Education

Bachelor’s degree in Computer Science, Data Science, Information Systems, Engineering, Analytics, or a related field

Tools

Qualtrics XM Discover

Databricks

SQL

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 Technical Lead, CX Insights &Analytics 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 Technical Lead, Customer Experience Insights &Analytics Platforms provides enterprise technical leadership for Qualtrics XM Discover and its supporting analytics ecosystem. The role owns platform architecture, integration design, production reliability, data integrity, security and access governance, model performance, and technical standards across Qualtrics XM Discover, Databricks, SQL, business intelligence tools, and connected data sources. Acting as the senior technical authority and a hands‑on lead, this position translates business needs into scalable solutions, directs complex technical delivery, manages platform risk and lifecycle decisions, and enables analysts and business partners to generate trusted customer insights.

Key Responsibilities

Serve as the technical owner and primary subject‑matter expert for Qualtrics XM Discover and its supporting data, integration, and reporting ecosystem.
Define and maintain the target architecture, technical roadmap, design patterns, environments, release controls, and lifecycle strategy for CX analytics platforms.
Design, configure, and oversee secure, scalable integrations and data pipelines connecting customer interaction, survey, CRM, contact‑center, and operational data.
Own production data integrity, connector and feed health, observability, incident resolution, performance optimization, capacity planning, and service continuity.
Establish governance for data access, privacy, retention, taxonomy, lineage, model changes, documentation, and promotion of solutions into production.
Lead the design, tuning, validation, and quality assurance of categorization, sentiment, effort, text analytics, intelligent scoring, agent‑behavior, and predictive models.
Guide the technical development of dashboards, reusable data products, APIs, SQL assets, and analytical workflows in Qualtrics XM Discover, Databricks, and BI tools.
Partner with IT, security, privacy, data engineering, vendors, architects, and business stakeholders to translate requirements into compliant technical solutions.
Evaluate platform capabilities, technical debt, vendor options, investment tradeoffs, and emerging technologies; recommend priorities based on value, risk, and scalability.
Set technical standards, conduct design and quality reviews, mentor analysts and technical contributors, and provide executive‑level communication on platform health, risk, roadmap, and value.
Any additional responsibilities might be added as required.

Required Qualifications

Bachelor’s degree in Computer Science, Data Science, Information Systems, Engineering, Analytics, or a related field; equivalent relevant experience may be considered.
Typically 7 or more years of progressively responsible experience in analytics platforms, data engineering, solution architecture, enterprise applications, or related technical disciplines.
Demonstrated experience leading complex platform implementations, integrations, or modernization initiatives in a large enterprise environment.
Deep hands‑on expertise with Qualtrics XM Discover or a comparable enterprise Voice of the Customer, speech analytics, text analytics, or experience‑management platform.
Advanced experience with Databricks or a comparable cloud data platform, SQL, data pipelines, APIs, data modeling, and performance optimization.
Strong knowledge of platform security, access controls, privacy, retention, data quality, lineage, change management, and production governance.
Demonstrated ability to provide technical direction, influence cross‑functional teams and vendors, resolve complex issues, and communicate architecture and risk to senior leaders.

Preferred Qualifications

Proficiency in Python, Scala, R, PySpark, or comparable languages and frameworks used for analytics or data engineering.
Advanced knowledge of natural‑language processing, machine learning, predictive analytics, and responsible AI practices.
Experience with cloud architecture, CI/CD, automated testing, monitoring, metadata management, or catalog and governance capabilities.
Experience integrating contact‑center, CRM, survey, and omnichannel data, including platforms such as Genesys and Microsoft Dynamics.
Relevant platform, cloud, data engineering, architecture, or analytics certifications.
Experience operating in a regulated, global, or matrixed enterprise environment.

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: