Lead Analyst Customer Loyalty Operations

Johnson & Johnson Innovative Medicine•Jacksonville, FL

1d•Hybrid

About The Position

The Lead Analyst, Customer Loyalty Operations supports the analytical needs of the organization specifically through the delivery of a modern and seamless customer experience focused on fulfilling Digital Loyalty Reward for Performance programs including contracting and offerings deployment. This analyst will play a key role in understanding and enhancing the customer journey to partnership status. The ideal candidate will leverage advanced analytics and strong knowledge of the loyalty landscape to ensure we are maintaining accurate rosters, reporting accurate information, and remaining compliant.

Requirements

A minimum of bachelor’s degree is required in Mathematics, Computer Science, or related field
4+ years of technical expertise and hands-on experience with majority of the following tools: Data visualization tools (e.g., Tableau, Power BI, etc.); Enterprise-wide information systems (e.g., SAP, Microsoft Dynamics 365, Salesforce, etc.); Data mining and analysis (e.g., Python, SQL, R, VBA, etc.)
Ability to solve problem-solve and effectively engage with partners to resolve issues related to data integrity, payment compliance, data access and analysis, and reporting
Effective project management skills, including being a self-starter and the ability to multi-task in a fast-paced environment
Prior experience optimally leading others, including influencing, negotiating, and communicating with both internal and external stakeholders

Nice To Haves

Advanced degree preferred
Experience in Sales & Marketing, Commercial Operations, and medical device industry highly preferred

Responsibilities

Member of Customer Loyalty Experience (CLX) squad driving end-to-end JJV loyalty experience including writing/defining requirements for developers in a scrum environment and user acceptance testing (UAT)
Ability to work cross-functionally to gather feedback to deliver final product while adhering to enterprise Salesforce and Data Lake release schedules
Responsible for integrity of foundational Customer Affiliation Roster (CAR) and Location Master infrastructure including compliance with all holistic checks
Loyalty program execution ownership including responsibility for maintaining clean data and compliant customer rebate payments
Responsible for development and ownership of field and customer facing loyalty sales tools including incorporating stakeholder feedback
Responsible for quality of all data flowing from the Customer Loyalty Operations team and the development of quality control processes to ensure 100% accuracy
Primary resource to resolve escalated tickets in the Sales Inquiry system
Manages 4 contractors ensuring loyalty (doctor) and rebate (distributor) payments are calculated compliantly and paid on time (60+ contracts)
Responsible for execution of ACUVUE® loyalty programs encompassing $923MM+ in annual sales, $90MM+ in rebate payments, and 22K+ customer locations across US