Digital CX Analyst

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 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. 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   DePuy 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 DePuy 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 DePuy   Synthes   and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at   an appropriate time   and subject to any necessary consultation processes.

The Digital CX Analyst supports the design, measurement, and continuous improvement of digital customer experiences across DePuy 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.

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.

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