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**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Raynham, Massachusetts, United States of America
Job Description:
Locations: Raynham, Massachusetts
DePuy Synthes is recruiting for a Digital CX Analyst.
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.
Job Overview
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.
Key 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.
Qualifications
Education:
Bachelor’s degree required, preferably in Business, Marketing, Analytics, Information Systems, or a related field
Advanced degree (MBA, MS) preferred
Experience and Skills:
Required:
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)
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
Other:
Language: English proficiency required
Travel: Up to 10%, primarily domestic
Certifications: CX, analytics, or digital certifications preferred but not required
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.
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#DePuySynthesCareers
Required Skills:
Preferred Skills:
Business Behavior, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette
The anticipated base pay range for this position is :
$79,000.00 - $127,650.00
Additional Description for Pay Transparency:
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)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off 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 period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year