Customer Insights

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

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Job Description:

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

Purpose: The role of Customer Insights & Experience Analyst is pivotal in the strategic acquisition, analysis, and dissemination of essential data pertaining to customer behavior and preferences. Leveraging sophisticated analytical tools and research methodologies, this position is instrumental in uncovering significant trends, patterns, and opportunities aimed at perpetually elevating the customer journey. Moreover, they forge robust collaborations with cross-functional teams, spearheading the development of innovative strategies and actionable recommendations, poised to not only augment customer satisfaction but also propel substantial business growth.

The following processes and activities fall under the direct responsibility of this position.

Areas of responsibility

• Data Analysis Excellence: Leveraging advanced analytical techniques to delve deep into customer data, extracting nuanced trends, preferences, and behavior patterns that inform strategic decision-making.

• Customer Journey Optimization: Spearheading the meticulous mapping of the customer journey, pinpointing pivotal touchpoints and meticulously analyzing them to identify areas ripe for enhancement, thus ensuring an unparalleled customer experience.

• Feedback Mastery: Proficiently dissecting customer feedback sourced from diverse channels, distilling actionable insights that drive meaningful improvements and resonate with the evolving needs of our customer base.

• Collaborative Leadership: Orchestrating seamless collaboration across multifunctional teams, including Business Analytics & Customer Insights COE, Customer Engagement COE, and local boards, to harmonize efforts and foster a unified approach to elevating the customer experience.

• Strategic Recommendation Crafting: Crafting astute recommendations grounded in comprehensive insights, designed to optimize the customer journey and drive sustainable business growth, thus cementing our position as leaders in customer-centricity.

• Performance Excellence: Meticulously tracking key performance indicators (KPIs) related to customer experience and field force performance, furnishing stakeholders with insightful reports that illuminate progress and opportunities for refinement.

• Continuous Evolution: Embracing a culture of perpetual improvement, proactively seeking out data-driven initiatives and feedback loops that propel continuous enhancement of both customer and field force experiences, ensuring our offerings remain at the pinnacle of excellence.

Skills

• Strong communication skills, both verbal and written

• Excellent organizational and time management abilities

• Proficiency in relevant software and tools (e.g., Microsoft Office, CRM systems)

• Analytical thinking and problem-solving skills

• Attention to detail and accuracy.

• Ability to work independently and in a team environment.

• Adaptability and flexibility to handle changing priorities.

• Customer-focused mindset with a commitment to delivering high-quality service.

• Leadership and team management skills

• Knowledge of industry regulations and compliance standards

Works with:

internally

• BRASIL Commercial Excellence Manager & director & Board Members.

• Regional Customer engagement COE Business partners

• Regional Business analytics & customer insights COE business partners

• Regional Data Business management team

Basic Job Requirements

Academic background:

Bachelor's degree in business administration, Economics, Systems Engineering, and/or Statistics.

languages

Spanish / English

Work experience:

• Experience in FFE/CRM roles is a must, with a focus on omnichannel analysis and strong analytics capabilities.

• Excellent collaboration skills and understanding of the needs of internal and external customers.

• Experience with digital and technological solutions, particularly in the context of omnichannel strategies, including proficiency in data analytics tools and methodologies.

An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.