Insights)

Johnson & Johnson•West Chester, MA

12d•Hybrid

About The Position

This hybrid position will be located in Raynham, MA (USA). Alternate Hybrid locations maybe considered at Raritan, NJ (USA); West Chester, PA (USA); Palm Beach Gardens, FL (USA); Raritan, NJ (USA. 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 , 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. Job Overview The Manager, Digital CX (EDI/JJCC/Insights) is responsible for leading digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. This role oversees electronic data interchange (EDI), Johnson & Johnson Customer Connect (JJCC), and customer insights capabilities to ensure consistent, high‑quality digital interactions. The Manager partners cross‑functionally to drive adoption, performance, and continuous improvement of digital CX solutions that directly enhance customer satisfaction and operational effectiveness.

Requirements

Bachelor’s degree in Business , Information Systems, Operations, Analytics, or a related field.
6– 8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions.
Experience leading programs, platforms, or teams focused on digital enablement or CX improvement.
Strong analytical skills with experience leveraging data and insights to drive decisions.
Excellent written, verbal, and presentation communication skills.
Ability to translate business needs into actionable digital solutions.
English (required).

Nice To Haves

Master’s degree (MBA or equivalent).
Experience with EDI, customer portals, or digital ordering platforms.
Familiarity with CRM, ERP, or customer analytics tools.
Experience in a regulated industry such as medical devices, healthcare, or life sciences.
Experience driving digital adoption and change management.
Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
Demonstrated ability to manage complex, cross‑functional initiatives in a matrixed environment.
Digital CX, analytics, or project management certifications.

Responsibilities

Lead digital customer experience (CX) strategy and execution across EDI, JJCC, and customer insights platforms.
Oversee performance, adoption, and optimization of EDI and digital ordering/interaction channels.
Drive JJCC governance, enhancements, and user experience improvements in partnership with IT and business stakeholders.
Develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities.
Partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs.
Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, and improve service outcomes.
Ensure compliance with internal controls, data governance standards, and applicable policies.
Support roadmap development, prioritization, and implementation of digital CX capabilities.
Prepare and deliver insights, recommendations, and performance updates to leadership.

Benefits

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s 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 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