Project Management & Performance Analytics

About the role

Johnson & Johnson is seeking a proactive individual contributor to drive front‑line projects and programs that enhance the non‑technical customer service experience. The role reports to moderate supervision and focuses on identifying improvement opportunities and implementing best‑in‑class processes.

Key responsibilities

• Conduct technical reviews to support programs and innovative initiatives within the Non‑Technical Customer Service area.
• Identify and integrate new methods based on trend analysis and competitive landscape to continuously improve the customer experience strategy.
• Document research findings on future needs of the organization and the Non‑Technical Customer Service area.
• Coach junior colleagues on techniques, processes, and responsibilities.

Required profile

• Demonstrated ability to work under general supervision and contribute to projects, programs, or processes.
• Strong analytical mindset with experience in customer analytics and performance measurement.
• Understanding of Johnson & Johnson’s Credo and Leadership Imperatives in daily interactions.

Required skills

• Project Management
• Customer Analytics
• Service Request Management
• Omni‑Channel Support