Digital CX Analyst at Johnson & Johnson

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

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations:

Job Category:

Professional

All Job Posting Locations:

Raynham, Massachusetts, United States of America

Job Description:

Locations: Raynham, Massachusetts

De Puy Synthes is recruiting for a Digital CX Analyst.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as De Puy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of De Puy Synthes and your employment would be governed by De Puy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by De Puy Synthes at an appropriate time and subject to any necessary consultation processes.

Job Overview:

The Digital CX Analyst supports the design, measurement, and continuous improvement of digital customer experiences across De Puy Synthes platforms and channels. This role translates customer data, digital engagement metrics, and user feedback into actionable insights that improve experience quality, consistency, and outcomes. The position offers hands‑on exposure to digital transformation initiatives and close collaboration with cross‑functional partners in marketing, commercial, IT, and customer-facing teams.

Key Responsibilities:

• Analyze digital customer experience data, engagement metrics, and feedback to identify trends, risks, and improvement opportunities.

• Support measurement and reporting of CX performance, including dashboards, scorecards, and standardized metrics.

• Contribute to the execution of digital CX initiatives aligned to business and customer needs, under guidance of senior team members.

• Partner with cross‑functional stakeholders to gather requirements and translate insights into experience enhancements.

• Assist with testing, validation, and monitoring of digital experiences to ensure quality, usability, and consistency.

• Document findings, recommendations, and process improvements to support continuous improvement efforts.

Qualifications:

Education:

• Bachelor’s degree required, preferably in Business, Marketing, Analytics, Information Systems, or a related field

• Advanced degree (MBA, MS) preferred

Experience and Skills:

Required:

• Generally requires 0–2 years of relevant work experience in digital analytics, customer experience, marketing analytics, or related fields

• Foundational experience analyzing data and translating insights into recommendations

• Basic knowledge of digital platforms, customer journeys, and CX measurement concepts

• Ability to communicate findings clearly to both technical and non‑technical audiences

• Proficiency with standard reporting and data analysis tools (e.g., Excel, dashboards)

Preferred:

• Exposure to digital engagement, digital marketing, or customer experience programs

• Experience working with customer data, feedback tools, or analytics platforms

• Familiarity with healthcare, medical device, or regulated industry environments

• Experience collaborating in cross‑functional or matrixed teams

• Interest in continuous improvement and digital transformation initiatives

• Strong analytical, problem‑solving, and organizational skills

Other:

• Language: English proficiency required

• Travel: Up to 10%, primarily domestic

• Certifications: CX, analytics, or digital certifications preferred but not required

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 contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

#De Puy Synthes Careers

Required Skills: Preferred Skills:

Business Behavior, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette

The anticipated base pay range for this position is :

$79,000.00 - $127,650.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

Holiday pay, including Floating Holidays –13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year