Lead Analyst Global Customer Service/Orthopedics

Johnson & Johnson•West Chester, MA

2d•Hybrid

About The Position

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. 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 Lead Analyst, Global Customer Service Strategy supports shaping and advancing DePuy Synthes’ global customer service operating model. This position helps enable enterprise‑wide customer service strategy across regions while supporting growth, operational excellence, and digital transformation. This role partners closely with regional customer service stakeholders, supply chain, commercial, and digital teams to implement and track progress against the global strategies.

Requirements

Bachelor’s degree required (Business, Data Science, Data Analytics, Information Systems, Finance, Supply chain, or related field).
Minimum of 5 years of experience in supply chain, customer service, systems management within healthcare, medical devices, or related business functions.
Strong data storytelling skills, with the ability to convert complex data into clear executive-ready insights, visuals, and recommendations.
Ability to manage multiple priorities and deadlines in a fast-paced, matrixed environment.
Experience working with cross-functional and global stakeholders to gather requirements, align on metrics, and deliver reporting solutions.
Continuous improvement mindset, with experience simplifying manual processes, automating reporting, or improving operational workflows.
Advanced Excel skills, including pivot tables, formulas, data validation, and large dataset analysis.
English required

Nice To Haves

Knowledge of SAP, ERP, CRM, Tableau, SQL, Alteryx, or other analytics/reporting tools.
Experience analyzing customer support trends, including inquiry volume, case aging, backlog, response time, resolution time, service level performance, and escalation patterns.
Experience creating trend reports, dashboards, and executive summaries that highlight risks, opportunities, and performance changes over time.
Strong collaboration skills with the ability to influence without authority in a matrixed global environment.
Comfortable training and supporting dashboard users, including explaining metrics, data sources, and how to interpret reporting outputs.
Additional languages preferred.
Microsoft Certified: Power BI Data Analyst Associate - most relevant for dashboard development, data modeling, reporting, and visualization.

Responsibilities

Support the standardization of global customer service processes, operating models, and performance metrics across regions.
Coordinate with regional and functional customer service stakeholders to track adoption of strategic initiatives and ensure consistent execution worldwide.
Support cross‑functional initiatives that improve service efficiency, responsiveness, and end‑to‑end customer experience.
Support digital enablement and transformation initiatives impacting customer service capabilities, tools, and analytics.
Design, build, and maintain dashboards and reporting tools that provide clear visibility into global customer service performance, trends, and operational priorities.
Partner with regional customer service leaders, operations teams, commercial partners, supply chain, and digital teams to understand reporting needs and translate business requirements into actionable analytics solutions.
Analyze customer service data to identify trends, gaps, risks, and opportunities that improve service performance, responsiveness, efficiency, and customer experience.
Create executive-ready summaries, insights, and visualizations that convert complex data into clear business recommendations and support leadership decision-making.
Serve as a subject matter expert for customer service analytics, Power BI/dashboard development, data storytelling, and performance reporting.

Benefits

medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
consolidated retirement plan (pension) and savings plan (401(k)).
long-term incentive program.
Vacation –120 hours per calendar year
Sick time - 40 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
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours