Lead Analyst, Digital CX Channels & Insights

Lead Analyst, Digital CX Channels & Insights

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.

Purpose

• 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.

Key Responsibilities

• Digital Channel Leadership

• 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, governance, user experience improvements, and release readiness.

• Identify handoff gaps between digital self-service, customer service, sales, supply chain, and supporting systems.

• Insights, Analytics & Problem Solving

• Develop and analyze channel, customer, sales, service, supply chain, and operational performance metrics to identify trends and improvement opportunities.

• Create scorecards, dashboards, and actionable recommendations that connect customer and field experience to service efficiency and business outcomes.

• Conduct quantitative and qualitative analysis across multiple data sources and clearly communicate findings, assumptions, risks, and recommended actions.

• Monitor adoption and performance after implementation and adjust solutions based on evidence and stakeholder feedback.

• Process Improvement & Business Enablement

• Lead continuous improvement efforts that streamline workflows, reduce avoidable manual effort, improve data quality, and strengthen the customer and sales-force experience.

• Map current and future-state processes, identify root causes, and recommend scalable solutions using Lean or process-excellence methods where appropriate.

• Establish repeatable standards for intake, prioritization, testing, deployment, documentation, change management, and benefit tracking.

• Support training, communications, and adoption activities for internal teams and channel users.

• Cross-Functional Team Leadership

• Provide functional leadership to analysts and project contributors, including work coordination, coaching, quality review, and removal of execution barriers.

• Lead working sessions with Sales, Customer Service, Marketing, Finance, Supply Chain, Business Operations, Global Services, IT, and other partners.

• Influence decisions and drive accountability in a matrixed environment, including situations where the role has no direct authority.

• Prepare concise recommendations, decisions, risks, and performance updates for management and leadership.

• Governance, Controls & Sustainability

• Support data governance, internal controls, privacy, security, and applicable policy requirements across digital CX solutions.

• Maintain clear documentation of business requirements, decisions, processes, standard work, metrics, and ownership.

• Escalate material risks, unresolved dependencies, and resource constraints with practical options and recommended next steps.

Qualifications

• Required

• Bachelor's degree in Business, Information Systems, Operations, Analytics, Supply Chain, Engineering, or a related field

• 6+ years of progressive experience in digital customer experience, customer operations, CRM, contact center, analytics, deployment, supply chain, or a related business function.

• Experience leading complex projects, programs, platforms, or cross-functional workstreams in a matrixed organization.

• Strong analytical and structured problem-solving skills, with the ability to turn data and stakeholder input into actionable solutions.

• Experience documenting business requirements, improving processes, supporting testing, and driving implementation and adoption.

• Excellent written, verbal, facilitation, and presentation skills, including the ability to communicate with technical, business, field, and leadership audiences.

• Proficiency with Microsoft Excel and PowerPoint.

• Preferred

• Hands-on experience with Salesforce CRM and Genesys IVR or comparable CRM and contact-center platforms.

• Experience with customer portals, EDI, ERP, digital ordering, customer analytics, or service-performance tools.

• Experience in medical devices, healthcare, life sciences, or another regulated industry.

• Experience supporting customers, sales teams, customer service teams, or field-based operations.

• Working knowledge of Tableau, Power BI, SAP, Visio, or similar analytics and process-mapping tools.

• Lean, Six Sigma, project management, digital CX, analytics, or change-management training or certification.

Other:

• Located in Raritan, NJ with considerations made for other US locations or remote

• Requires up to 15% primarily domestics travel.

• **Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as