Lead Analyst, Digital CX Channels & Insights

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 Med Tech, 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

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.

Project/Program Management Group

Project/Program Management

Professional

Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Remote (US), Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of America

DePuy Synthes is recruiting for a Lead Analyst, Digital CX Channels & Insights to be located at Raynham, MA, Raritan, NJ, Palm Beach Garden, FL or West Chester, PA
.

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 the possibilities of Orthopedics? Ready to join a team that's reimagining how we heal? Our Orthopedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle;

spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at

The Lead Analyst, Digital CX Channels & Insights
, leads cross-functional efforts to improve the digital experience for DePuy Synthes customers and the sales organization. The role connects business needs, customer and field feedback, channel performance, and operational data to identify friction, recommend solutions, and deliver measurable improvements across multiple Digital Channels (Salesforce CRM, IVR, GHX/EDI, eSIMS, and DS Ordering Services). The Lead Analyst operates with a high degree of autonomy, coordinates work across business and technology partners, and provides day-to-day functional leadership without serving as the formal people manager unless separately assigned.

• Increase ease of doing business for customers and the sales organization across digital and assisted-service channels.
• Use data, process analysis, and voice-of-customer and voice-of-field insights to identify root causes, trends, risks, and improvement opportunities.
• Translate business needs into prioritized requirements, channel enhancements, operating changes, and implementation plans.
• Drive adoption, standardization, and continuous improvement while supporting reliable, compliant, and scalable digital DX/CX operations.

• Lead cross-channel improvement initiatives spanning Salesforce CRM, IVR, customer portals, digital ordering and interaction channels, and related customer service workflows
• Coordinate discovery, requirements, testing, deployment, adoption, and post-launch optimization for channel enhancements and pilots.
• Partner with IT and business stakeholders on channel roadmaps, backlog priorities,…