Digital CX Analyst

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. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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 findi