Lead Analyst, Global Customer Service – Orthopedics

Johnson & Johnson

Lead Analyst advancing global customer service strategy, dashboards, and analytics for Johnson & Johnson’s DePuy Synthes orthopedics business. Supporting digital transformation and performance improvement worldwide.

Posted 8/21/2026full-timeRaynham • Massachusetts, Pennsylvania • 🇺🇸 United StatesSenior💰 $87,000 - $123,830 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service analytics, data storytelling, and dashboard development using Power BI. Proficient in analyzing trends and operational metrics to enhance service efficiency and support leadership decision-making.

Highest-signal resume keywords

Customer Service AnalyticsPower BI Dashboard DevelopmentData StorytellingAdvanced Excel SkillsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisTrend ReportingOperational Workflow ImprovementPerformance ReportingData Visualization

Soft Skills

CollaborationInfluencingTime Management

Tools & Technologies

SAPERPCRMTableauSQLAlteryx

Certifications & Qualifications

Microsoft Certified: Power BI Data Analyst Associate

Industry Keywords

Supply ChainCustomer ServiceHealthcareMedical DevicesData Analytics

Tech Stack

Tools & technologies

ERPSQLTableau

About the role

Key responsibilities & impact

Support the standardization of global customer service processes, operating models, and performance metrics across regions
Coordinate with regional and functional customer service stakeholders to track adoption of strategic initiatives and ensure consistent execution worldwide
Support cross-functional initiatives improving service efficiency, responsiveness, and end-to-end customer experience
Support digital enablement and transformation initiatives affecting customer service capabilities, tools, and analytics
Design, build, and maintain dashboards and reporting tools for global customer service performance, trends, and operational priorities
Partner with customer service leaders, operations teams, commercial partners, supply chain, and digital teams to understand reporting needs and translate requirements into analytics solutions
Analyze customer service data to identify trends, gaps, risks, and opportunities
Create executive-ready summaries, insights, and visualizations to support leadership decision-making
Serve as a subject matter expert for customer service analytics, Power BI/dashboard development, data storytelling, and performance reporting

Requirements

What you’ll need

Bachelor’s degree required (Business, Data Science, Data Analytics, Information Systems, Finance, Supply chain, or related field)
Minimum of 5 years of experience in supply chain, customer service, systems management within healthcare, medical devices, or related business functions
Strong data storytelling skills
Ability to manage multiple priorities and deadlines in a fast-paced, matrixed environment
Experience working with cross-functional and global stakeholders to gather requirements, align on metrics, and deliver reporting solutions
Experience simplifying manual processes, automating reporting, or improving operational workflows
Advanced Excel skills, including pivot tables, formulas, data validation, and large dataset analysis
Knowledge of SAP, ERP, CRM, Tableau, SQL, Alteryx, or other analytics/reporting tools preferred
Experience analyzing customer support trends preferred
Experience creating trend reports, dashboards, and executive summaries preferred
Strong collaboration and influencing skills in a matrixed global environment preferred
Experience training and supporting dashboard users preferred
English required; additional languages preferred
Up to 10% domestic and international travel
Microsoft Certified: Power BI Data Analyst Associate – most relevant for dashboard development, data modeling, reporting, and visualization

Benefits

Comp & perks

Medical, dental, and vision insurance
Life insurance
Short- and long-term disability
Business accident insurance
Group legal insurance
Consolidated retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 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
Condolence Leave – 30 days for an immediate family member; 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours
Hybrid Work