Customer Insights & Experience Analyst

at  Johnson Johnson

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 https://www.jnj.com/.
General Resume
The Customer Insights & Experience analyst plays a crucial role in gathering, analyzing, and delivering strategic information about customer behavior and preferences. Using advanced analytical tools and research techniques, this role identifies key trends, patterns, and opportunities to continuously enhance the customer experience. Additionally, they collaborate closely with other teams to develop strategies and recommendations that drive customer satisfaction and business growth
Areas of responsability
o Data Analysis: Analyzing customer data to identify trends, preferences, and behavior patterns.
o Customer Journey Mapping: Mapping out the customer journey to identify touchpoints and areas for improvement.
o Feedback Analysis: Analyzing customer feedback from various channels to extract actionable insights.
o Cross-functional Collaboration: Collaborating with teams across the organization, such as business analytics & customer insights COE, customer engagement COE & local boards, to ensure alignment in customer experience initiatives.
o Recommendation Development: Developing recommendations based on insights gathered to improve the customer experience.
o Performance Tracking: Tracking key performance indicators (KPIs) related to customer experience & Field force performance providing regular reports to stakeholders.
o Continuous Improvement: Continuously seeking opportunities to enhance the customer & field force experience through data-driven initiatives and feedback loops
Skills
a) Strong communication skills, both verbal and written
b) Excellent organizational and time management abilities
c) Proficiency in relevant software and tools (e.g., Microsoft Office, CRM systems)
d) Analytical thinking and problem-solving skills
e) Attention to detail and accuracy
f) Ability to work independently and in a team environment.
g) Adaptability and flexibility to handle changing priorities.
h) Customer-focused mindset with a commitment to delivering high-quality service.
i) Leadership and team management skills
j) Knowledge of industry regulations and compliance standards

Works with:

• CENCA – LAS Commercial Excellence Manager & director
• Regional Customer engagement COE Business partners
• Regional Business analytics & customer insights COE business partners
• Regional Data Business management team

QUALIFICATIONS

Academic background: Bachelor’s degree in business administration, Economics, Systems Engineering, and/or Statistics.
Language: At least english upper intermediate. Spanish fluent
Work experience:

1 or 2 years of experience

• Experience in Field Force efectiveness (FFE)/CRM roles desirable, 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.

Position based in Bogotá, Colombi

Please refer the Job description for details