Lead Analyst Global Customer Service​/Orthopedics

Lead Analyst Global Customer Service/Orthopedics

Depuy Synthes, a member of Johnson & Johnson's Family of Companies, is recruiting for a Lead Analyst Global Customer Service/Orthopedics, located in Raynham, MA. Other locations to be considered include West Chester, PA and Raritan, NJ.

The Lead Analyst, Global Customer Service Strategy supports shaping and advancing DePuy Synthes' global customer service operating model. This position helps enable enterprise‑wide customer service strategy across regions while supporting growth, operational excellence, and digital transformation. This role partners closely with regional customer service stakeholders, supply chain, commercial, and digital teams to implement and track progress against the global strategies.

Key Role Responsibilities

• Support the standardization of global customer service processes, operating models, and performance metrics across regions.
• Coordinate with regional and functional customer service stakeholders to track adoption of strategic initiatives and ensure consistent execution worldwide.
• Support cross‑functional initiatives that improve service efficiency, responsiveness, and end‑to‑end customer experience.
• Support digital enablement and transformation initiatives impacting customer service capabilities, tools, and analytics.
• Design, build, and maintain dashboards and reporting tools that provide clear visibility into global customer service performance, trends, and operational priorities.
• Partner with regional customer service leaders, operations teams, commercial partners, supply chain, and digital teams to understand reporting needs and translate business requirements into actionable analytics solutions.
• Analyze customer service data to identify trends, gaps, risks, and opportunities that improve service performance, responsiveness, efficiency, and customer experience.
• Create executive-ready summaries, insights, and visualizations that convert complex data into clear business recommendations and support leadership decision-making.
• Serve as a subject matter expert for customer service analytics, Power BI/dashboard development, data storytelling, and performance reporting.

Qualifications

Education

Bachelor's degree required (Business, Data Science, Data Analytics, Information Systems, Finance, Supply chain, or related field).

Experience and skills

• Minimum of 5 years of experience in supply chain, customer service, systems management within healthcare, medical devices, or related business functions.
• Strong data storytelling skills, with the ability to convert complex data into clear executive-ready insights, visuals, and recommendations.
• Ability to manage multiple priorities and deadlines in a fast-paced, matrixed environment.
• Experience working with cross-functional and global stakeholders to gather requirements, align on metrics, and deliver reporting solutions.
• Continuous improvement mindset, with experience simplifying manual processes, automating reporting, or improving operational workflows.
• Advanced Excel skills, including pivot tables, formulas, data validation, and large dataset analysis.

Preferred skills:

• Knowledge of SAP, ERP, CRM, Tableau, SQL, Alteryx, or other analytics/reporting tools.
• Experience analyzing customer support trends, including inquiry volume, case aging, backlog, response time, resolution time, service level performance, and escalation patterns.
• Experience creating trend reports, dashboards, and executive summaries that highlight risks, opportunities, and performance changes over time.
• Strong collaboration skills with the ability to influence without authority in a matrixed global environment.
• Comfortable training and supporting dashboard users, including explaining metrics, data sources, and how to interpret reporting outputs.

Other:

• Language:
  English required; additional languages preferred.
• Travel:
  Up to 10% domestic and international travel.
• Microsoft Certified:
  Power BI Data Analyst Associate - most relevant for dashboard development, data modeling, reporting, and visualization.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race,…