Senior Data Analyst, CX Insights
About The Position
We are currently recruiting for a Senior Data Analyst, CX Insights to be located fully on site in Jacksonville, FL. About Vision Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech The Senior Data Analyst, CX Insights contributes to the Business Intelligence team as an entry to developing individual contributor, who works under close supervision. Helps implement projects, programs, and processes in support of the organization's overall Data Analytics & Computational Sciences strategy. Applies theoretical knowledge of the Business Intelligence field to carry out procedures and plans for the area.
Requirements
- Bachelor’s degree in Data Science, Analytics, Statistics, Computer Science, Information Technology, Engineering, Business Analytics, or a related field; equivalent relevant experience may be considered.
- Typically 5 or more years of progressively responsible experience in data analytics, customer experience analytics, business intelligence, or a related discipline.
- Advanced SQL proficiency and hands-on experience analyzing large datasets in Databricks or a comparable cloud data platform.
- Demonstrated experience with Qualtrics XM Discover or a comparable Voice of the Customer, speech analytics, text analytics, or experience-management platform.
- Experience developing dashboards and reporting solutions in Power BI, Tableau, or a similar visualization tool.
- Demonstrated ability to independently lead analytical work, communicate with nontechnical and senior audiences, and influence decisions without formal authority.
- Strong critical-thinking, problem-solving, stakeholder-management, and data-storytelling skills.
Nice To Haves
- Proficiency in Python, R, or Scala for data preparation, statistical analysis, automation, or modeling.
- Experience with statistical modeling, machine learning, natural-language processing, predictive analytics, or experimental design.
- Knowledge of contact-center data, omnichannel customer journeys, Customer Service operations, and CX measures such as sentiment, effort, satisfaction, and first-contact resolution.
- Experience quantifying the value or return on investment generated by analytics-led improvements.
Responsibilities
- Lead complex analyses of customer interactions, sentiment, effort, themes, surveys, and operational performance to identify experience drivers and priority opportunities.
- Develop and optimize advanced SQL queries and analytical workflows in Databricks to integrate, validate, and analyze large datasets.
- Build and maintain decision-ready dashboards, KPI reporting, and executive-level visualizations using Qualtrics XM Discover, Power BI, Tableau, or comparable tools.
- Translate ambiguous business questions into structured analytical approaches, testable hypotheses, and clear deliverables.
- Conduct root-cause, trend, and predictive analyses.
- Convert analytical findings into prioritized recommendations and partner with business owners to track actions, outcomes, and value realized.
- Present insights to senior stakeholders using concise narratives that connect customer signals to service, quality, efficiency, retention, and financial outcomes.
- Validate dashboard results against source data and apply data-quality, documentation, reproducibility, and privacy standards.
- Serve as a subject-matter resource for Customer Experience analytics and provide peer review or informal coaching to analysts without direct people-management accountability.
- Any additional responsibilities might be added as required
Benefits
- inclusive work environment
- respect the diversity and dignity of our employees
- recognize their merit
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
