Lead Analyst Customer Loyalty Operations Job Jacksonville area,Florida USA,Business

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 searching for the best talent for a Lead Analyst, Customer Loyalty Operations position based in Jacksonville, FL, hybrid with 3 days in office. The Lead Analyst will support the analytical needs of the organization by delivering a modern and seamless customer experience focused on fulfilling Digital Loyalty Reward for Performance programs. This role plays a key part in understanding and enhancing the customer journey to partnership status, using advanced analytics and a strong knowledge of the loyalty landscape to maintain accurate rosters, report accurate information, and remain compliant.

Responsibilities

Member of Customer Loyalty Experience (CLX) squad driving end-to-end JJV loyalty experience, including writing/defining requirements for developers in a scrum environment and user acceptance testing (UAT).
Work cross-functionally to gather feedback and deliver the final product while adhering to enterprise Salesforce and Data Lake release schedules.
Maintain the integrity of the foundational Customer Affiliation Roster (CAR) and Location Master infrastructure, ensuring compliance with all holistic checks.
Own loyalty program execution, including maintaining clean data and compliant customer rebate payments.
Develop and own field and customer-facing loyalty sales tools, incorporating stakeholder feedback.
Ensure quality of all data flowing from the Customer Loyalty Operations team, developing quality control processes to achieve 100% accuracy.
Serve as the primary resource for resolving escalated tickets in the Sales Inquiry system.
Manage 4 contractors to ensure loyalty (doctor) and rebate (distributor) payments are calculated compliantly and paid on time for 60+ contracts.
Execute ACUVUE loyalty programs encompassing $923MM+ in annual sales, $90MM+ in rebate payments, and 22K+ customer locations across the US.

Qualifications

Minimum bachelor’s degree in Mathematics, Computer Science, or related field; advanced degree preferred.
4+ years of technical expertise and hands‑on experience with data visualization tools (Tableau, Power BI, etc.), enterprise systems (SAP, Microsoft Dynamics 365, Salesforce, etc.), and data mining and analysis (Python, SQL, R, VBA, etc.).
Strong problem‑solving skills and ability to engage partners to resolve issues related to data integrity, payment compliance, data access, analysis, and reporting.
Effective project management skills with the ability to be a self‑starter and multi‑task in a fast‑paced environment.
Experience leading others, influencing, negotiating, and communicating with internal and external stakeholders.
Experience in Sales & Marketing, Commercial Operations, and the medical device industry highly preferred.

This position is based in Jacksonville, FL, hybrid with 3 days in office and will require 15%-25% travel.

Equal Opportunity Employer

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, please email the Employee Health Support Center (ra-) or contact AskGS to be directed to your accommodation resource.

Required Skills

Analytical Reasoning
Business Behavior
Coaching
Collaborative Selling
Communication
Competitive Landscape Analysis
Customer Analytics
Customer Centricity
Customer Relationship Management (CRM)
Data Savvy
Digital Sales
Market Research
Operations Management
Problem Solving
Sales Enablement
Sales Support
Stakeholder Engagement

Preferred Skills

Analytical Reasoning
Business Behavior
Coaching
Collaborative Selling
Communication
Competitive Landscape Analysis
Customer Analytics
Customer Centricity
Customer Relationship Management (CRM)
Data Savvy
Digital Sales
Market Research
Operations Management
Problem Solving
Sales Enablement
Sales Support
Stakeholder Engagement

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