Technical Lead, CX Insights & Analytics

Johnson Johnson; Jacksonville (FL); On-site; USD 140,000 - 180,000; Full time

Job summary

Johnson & Johnson in Jacksonville, FL is seeking a Technical Lead for CX Insights & Analytics Platforms on-site. You will own Qualtrics XM Discover ecosystem, data pipelines, governance, and analytics delivery to generate trusted customer insights.

You will define architecture, ensure production reliability, mentor analysts, and collaborate with IT, security, and business stakeholders to translate requirements into scalable solutions using Databricks, SQL, and BI tools.

Qualifications

• Bachelor's degree in a related field.
• 7+ years of experience in analytics platforms, data engineering, or solution architecture.
• Proven track record leading complex platform implementations in a large enterprise.
• Hands-on expertise in data integration and analytics tooling.

Responsibilities

• Serve as technical owner for CX analytics platforms and data ecosystem.
• Define target architecture, roadmap, and governance for CX analytics.
• Design secure data pipelines connecting CRM, survey, and operational data.
• Ensure production data integrity, observability, and incident resolution.
• Lead model development, scoring, and validation for insights.
• Mentor analysts and present platform health and value to leadership.

Skills

Analytics leadership

Platform architecture

Data integration

Qualtrics XM Discover

Education

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

Tools

Qualtrics XM Discover

Databricks

SQL

BI tools

Job description

Company Overview

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 .

Our Commitment

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 Information

Job Function: Data Analytics & Computational Sciences

Job Sub Function: Business Intelligence

Job Category: Professional

All Job Posting Locations: Jacksonville, Florida, United States of America

Position

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

Role Overview

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 w