Digital CX Analyst

Johnson & Johnson Innovative Medicine • Raynham, MA

1d • Hybrid

About The Position

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.

Requirements

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

Nice To Haves

• Advanced degree (MBA, MS) 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
• CX, analytics, or digital certifications preferred but not required

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.

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 period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level