Lead Analyst Customer Loyalty Operations

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Data Analytics & Computational Sciences

Job Sub Function:

Business Intelligence

Job Category:

Professional

All Job Posting Locations:

Jacksonville, Florida, United States of America

Job Description:

About Vision

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs - from the pediatric to aging eye - in a patient's lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for a Lead Analyst, Customer Loyalty Operations position is based in Jacksonville, FL, hybrid, 3-days in office.

Purpose: The Lead Analyst, Customer Loyalty Operations supports the analytical needs of the organization specifically through the delivery of a modern and seamless customer experience focused on fulfilling Digital Loyalty Reward for Performance programs including contracting and offerings deployment. This analyst will play a key role in understanding and enhancing the customer journey to partnership status. The ideal candidate will leverage advanced analytics and strong knowledge of the loyalty landscape to ensure we are maintaining accurate rosters, reporting accurate information, and remaining compliant.

You will be responsible for:

• Member of Customer Loyalty Experience (CLX) squad driving end-to-end JJV loyalty experience including writing/defining requirements for developers in a scrum environment and user acceptance testing (UAT)
• Ability to work cross-functionally to gather feedback to deliver final product while adhering to enterprise Salesforce and Data Lake release schedules
• Responsible for integrity of foundational Customer Affiliation Roster (CAR) and Location Master infrastructure including compliance with all holistic checks
• Loyalty program execution ownership including responsibility for maintaining clean data and compliant customer rebate payments
• Responsible for development and ownership of field and customer facing loyalty sales tools including incorporating stakeholder feedback
• Responsible for quality of all data flowing from the Customer Loyalty Operations team and the development of quality control processes to ensure 100% accuracy
• Primary resource to resolve escalated tickets in the Sales Inquiry system
• Manages 4 contractors ensuring loyalty (doctor) and rebate (distributor) payments are calculated compliantly and paid on time (60+ contracts)
• Responsible for execution of ACUVUE loyalty programs encompassing $923MM+ in annual sales, $90MM+ in rebate payments, and 22K+ customer locations across US

Qualifications

• A minimum of bachelor's degree is required in Mathematics, Computer Science, or related field, Advanced degree preferred
• 4+ years of technical expertise and hands-on experience with majority of the following tools: Data visualization tools (e.g., Tableau, Power BI, etc.); Enterprise-wide information systems (e.g., SAP, Microsoft Dynamics 365, Salesforce, etc.); Data mining and analysis (e.g., Python, SQL, R, VBA, etc.)
• Ability to solve problem-solve and effectively engage with partners to resolve issues related to data integrity, payment compliance, data access and analysis, and reporting
• Effective project management skills, including being a self-starter and the ability to multi-task in a fast-paced environment
• Prior experience optimally leading others, including influencing, negotiating, and communicating with both internal and external stakeholders
• Experience in Sales & Marketing, Commercial Operations, and medical device industry highly preferred

This position is based in Jacksonville, FL, hybrid, 3-days in office and will require 15%-25% travel.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource

#LI-VY1

#LI-Hybrid

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Coaching, Collaborative Selling, Communication, Competitive Landscape Analysis, Customer Analytics, Customer Centricity, Customer Relationship Management (CRM), Data Savvy, Digital Sales, Market Research, Operations Management, Problem Solving, Sales Enablement, Sales Support, Stakeholder Engagement