Digital Deployment Analyst Latam

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years.
We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people.
With $82.1 billion in 2020 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets.
Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.
If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen.
Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion.
Proud to be an equal opportunity employer.
Johnson & Johnson is the world's most comprehensive and broadly-based healthcare Company, touching the lives of nearly a billion people every day.
Our Family of Companies throughout the world compete in consumer, pharmaceutical and medical devices & diagnostics markets and have the skills and resources to tackle the world's most pressing health issues.
The Digital Deployment Analyst will be responsible of continuously analyzing the digital business landscape, identify gaps, implement digital solutions and systems improvements to ensure processes are compliant and customer centric.
The Digital Deployment Analyst will ensure the digital deployment strategy is a reality in the region and will be a key player in the Digital Transformation of Deliver organization.
**Responsibilities**:
- Provide robust support to Digital Deployment Lead and key Customer Service stakeholders as part of the Digital Capability roadmap execution.
- Analyze Deliver processes with a special focus on Customer Experience and contribute with creative and innovative ideas to advance the Customer Experience maturity.
- Implement continuous improvement and compliance controls of existent customer connectivity solutions
- Support the new development of connectivity tools within Customer Service (RPA, OCR, ML and others)
- Carry out daily update of metrics for calls, chats, case management, attendance and others.
- Carry out recurrent diagnostics on how to accelerate Digital Deployment for Customer Experience processes.
- Actively work with peers to accelerate action plan execution related to compliance gaps within Deliver processes.
- Build tools to deliver impactful insights into operational efficiency, process effectiveness and customer experience improvement.
- Develop visualizations, dashboards and reporting through BI tools to simplify large quantities of information into valuable insights to trigger process improvement.
- Support the order automation journey
- Participate in cross-functional collaborations with internal and external data science teams.
- Constantly seek for new ways to digitalize the business environment with a focus con Customer Experience.
- Support and execute Digital Customer Connectivity solutions throughout the region
**Qualifications**:
**Qualifications - External**
**Required**:
- Minimum of a bachelor's degree
- At least 3 years of experience in supply chain-related disciplines such as project management, customer service, customer experience and business analytics.
- SAP knowledge is required, strong understanding of SAP processes in order to cash modules
- CRM knowledge is required, strong understanding of SalesForce, JJCC.
- Experience working with business intelligence tools/software to analyze data of BI tools environment (Power BI, Tableau).
- Ability to transform data-analysis into actionable insights with tangible outcomes
- Process mining knowledge (Celonis knowledge) is a plus
- Strong Customer focused orientation and proactive attitude
- Exceptional communication skills, both verbal and written, able to effectively communicate insights.
- Comfortable working under unstable environment and rapid shifting business conditions
- Must be able to multi-task, problem solve, prioritize, work under pressure
- E2E mindset and collaborative, influence-based leadership approach
**Preferred**:
- Experience leading digital tools
- Fluent in English.
Portuguese proficiency