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Supply Chain Deliver

Sr Analyst Digital Customer Solutions

  • Titre Sr Analyst Digital Customer Solutions
  • Fonction Supply Chain Deliver
  • Sous-fonction Deliver Excellence
  • Catégorie Experienced Analyst, Deliver Excellence (P5)
  • Lieu Raritan, New Jersey, United States
  • Date de mise en ligne
  • Référence 2406181738W
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Johnson & Johnson Health Care Services a member of Johnson & Johnson's Family of Companies, is recruiting a Senior Analyst - Digital Customer Solutions in Raritan, NJ!

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

Join our team and contribute to making a significant impact in improving customer solutions and driving digital innovation in the healthcare industry. Apply today and become a valuable member of our dynamic and collaborative team!

The J&J Digital Customer Solutions Team is a key functional area within the Customer Service & Capabilities organization. The DCS Team provides dedicated regional deployment capacity to operationalize Deliver global standards and leading practices in US facilitated through multiple Centers of Excellence (COEs).

The DCS team acts as the Business Product Owner for the US J&J Customer Connect (JJCC) portal, as well as all related Digital customer facing eCommerce capabilities contained within the JJCC portal. This team supports all MedTech business groups and strives to use capabilities across sectors to empower all J&J customers with outstanding solutions regardless of their size and scale.

You, the Sr. Analyst, Digital Customer Solutions (DCS) will frequently lead and sometimes support U.S. JJCC portal projects and will also be responsible for identifying and leading other initiatives to enhance and/or grow portal capabilities across the US region franchises and business segments, bringing to bear existing Global Template (GT) capabilities whenever possible to drive consistent and efficient processes and reduce our cost to serve. Additionally, this position will share project details, enhancement ideas and standard methodologies with our JJCC Global and Regional partners for their use.

This role requires working within a collaborative environment, supporting other project teams including those not working on JJCC/Hybris and may have indirect reports and other partners to influence on key projects. The opportunity to supervise an Intern or Co-op also exists. Seeking a leader that will very effectively communicate and work with any/all related J&J SC business functions and other key JJCC partners, in particular with SC Technology teams supporting the portal.

In addition to Project Management and other leadership responsibilities, it is encouraged that the successful candidate Lives Our Credo and fully participates in the development and fulfillment of our CS&C Credo Action Items. Furthermore, the Sr. Analyst will develop their annual Business Goals (The What) and Leadership Imperatives (The How), helping craft the future capability roadmap and portal innovation vision. This individual will also regularly ‘Connect’ with internal and external teams to collect Voice of Customer (VOC) feedback and identify improvement opportunities.

Key Responsibilities:

  • Represent the Digital Customer Solutions Team for US JJCC during all developmental stages of J&J Customer Connect.
  • Facilitates JJCC related projects in collaboration with key Deliver partner functions, as well as other related organization programs, systems, and initiatives.
  • Continues to drive Digital capability advancement to support our roadmap.
  • Champions innovation and thought leadership that adds value for J&J and our customers.
  • Aligns Business and Leadership goals with the broader CS&C strategy.
  • Collaborate with IT architects and internal/external collaborators to resolve and implement JJCC improvements.
  • Develop positive relationships with IT functions and other business partners and stakeholders, driving effective communication.
  • Lead process improvement projects, utilizing PM methodologies like Six Sigma and FPX to drive customer experience excellence.
  • Monitor project completion to timelines and progress, ensuring projects are on track and on schedule.
  • Work closely with the DCS and IT Teams to review and assess the demand intake process for JJCC.
  • Prioritize JJCC improvements, including building a compelling business case and obtaining funding from business partners.
  • Shape and prioritize JJCC backlog, utilizing your business expertise and understanding of customer needs. Translate requirements into user stories and acceptance criteria.
  • Ensure all stories are groomed in a timely fashion and keep the DCS Team advised.
  • Leads and becomes a subject matter authority for user acceptance testing for JJ Customer Connect ensuring a seamless customer experience.
  • Cultivate key partnerships with commercial franchise teams and strategic internal partners.
  • Be able to present performance metrics and project charters/updates to various levels of management.
  • Adherence to all J&J Quality and Compliance standards.
  • Completes all required Training requirements (e.g. Summit, Compliance Wire, etc.).
  • Establishes and implements professional development and personal growth goals.
  • Identifies, participates and implements department Credo Action plans



  • Minimum of Bachelor's degree in Information Technology, Supply Chain or Other business related field

Experience and Skills:


  • Ability to learn and make decisions involving the E2E Supply Chain is required
  • Willingness to identify and propose process changes to all applicable systems and processes is required
  • Understanding of the end-to-end Supply Chain and/or Customer Service/Support process is required.
  • Ability to collaborate with and influence business partners to get results is required.
  • Strong oral and written communication and presentation skills are required.
  • Strong analytical skills and technical aptitude is required.
  • Track project leadership experience is required.
  • Ability to work closely with cross-functional stakeholders to impact decision-making and influence key stakeholders.
  • A clear bias for action and sense of urgency is required
  • Willingness to hold themselves and their teams accountable for flawless execution is required
  • The ability to act as a change champion to ensure process adoption is required
  • Development of overall project plans for assigned projects including interdependent tasks is required
  • Effective communication with project business partners, management and executive sponsors.
  • Demonstrated drive for innovation and process improvements, with leadership skills to lead change efforts.
  • Ability to balance multiple projects of varying complexity and timelines.
  • Demonstrated collaboration and interdependent partnering skills to work effectively in a team environment.
  • Must be able to travel up to 10% within U.S. and Canada as well as occasional trips outside of North America on an as needed basis is required


  • Experience in the healthcare industry, specifically in Medical Devices & Surgical/Hospital Systems.
  • Validated experience working remotely with business partners, in a highly collaborative environment is preferred.
  • Experience using SC tech platforms (e.g. SAP, Hybris, JIRA, etc.) is preferred.
  • Change management and/or prior customer facing presentation skills is preferred.
  • Supply Chain experience is highly preferred.
  • Demonstrated use of continuous improvement tools and methodology such as, Process Excellence, LEAN, and project management, to evaluate, challenge and optimize business processes
  • Project Management Certification is highly preferred.


  • Must be able to travel up to 10% within U.S. and Canada as well as occasional trips outside of North America on an as needed basis is required

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit .]

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