Welcome to LHH Israel Network

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

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Job Description:

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/.

We are searching for the best talent for a Customer Insights & Experience Specialist position, based in Bogotá or Mexico City.

Purpose: The role of Customer Insights & Experience Specialist is pivotal in the strategic acquisition, analysis, and dissemination of essential data pertaining to customer behavior and preferences. Leveraging advanced analytics, data science techniques, and research methodologies, this position uncovers trends, patterns, and opportunities to continuously elevate the customer journey. It also fosters robust cross-functional collaboration, leading the development of innovative strategies and actionable recommendations that drive customer satisfaction and substantial business growth.

Areas of Responsibility

• Data Analysis Excellence: Leverage advanced analytical techniques to deeply explore customer data, extracting nuanced trends, preferences, and behavior patterns that inform strategic decisions.

• Customer Journey Optimization: Lead end-to-end journey mapping, identify pivotal touchpoints, and analyze them to uncover opportunities for significant improvements in the customer experience.

• Feedback Mastery: Systematically dissect customer feedback from multiple channels to distill actionable insights that guide meaningful improvements.

• Collaborative Leadership: Drive cross-functional collaboration with Business Analytics & Customer Insights COE, Customer Engagement COE, regional boards, and other partners to align efforts and elevate the customer experience.

• Strategic Recommendation Crafting: Develop data-driven recommendations designed to optimize the customer journey and fuel sustainable business growth.

• Performance Excellence: Track and report on KPIs related to customer experience and field force performance, delivering insights that highlight progress and areas for refinement.

• Continuous Evolution: Promote a culture of data-driven improvement, identifying new initiatives and feedback loops to continuously enhance customer and field force experiences.

Skills

• a) Strong communication skills, both verbal and written

• b) Excellent organizational and time management abilities

• c) CRM Proficiency (REQUIRED): Experience with CRM systems (e.g., Salesforce, Microsoft Dynamics, SAP CRM), including data extraction, integration, governance, and analytics

• d) Predictive modeling, prescriptive analytics, segmentation, clustering, time-series forecasting, causal inference, A/B testing, and experimental design

• e) Analytical thinking and problem-solving skills

• f) Attention to detail and accuracy

• g) Ability to work independently and in a team

• h) Adaptability and flexibility to handle changing priorities

• i) Customer-focused mindset with a commitment to delivering high-quality service

• j) Leadership and team collaboration skills

• k) Knowledge of industry regulations and compliance standards

• l) Data visualization & storytelling (BI tools like Tableau, Power BI, etc.)

• m) Data management basics (data governance, data quality, lineage)

Job Requirements

• Academic Background: Bachelor’s degree in Business Administration, Economics, Systems Engineering, and/or Statistics. Master’s degree preferred.

• Languages: Spanish & English

• Experience: Experience in FFE/CRM roles in Pharmaceutical environment is a must, 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 omnichannel strategies, including proficiency in data analytics tools and methodologies.

• Technical Proficiency: Proficiency in SQL; strong Python or R skills for analysis and modeling (preferred). Experience with advanced analytics methods and deploying insights to business processes. Familiarity with CRM data (e.g., Salesforce) and commercial/field analytics.

• Other: Ability to work in a matrix environment, manage multiple stakeholders and projects concurrently; willingness to travel as needed.