Technical Lead, CX Insights & Analytics

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at .

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.

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We are currently recruiting for a Technical Lead CX Insights & Analytics to be located fully on site in Jacksonville FL

About Vision

Fueled by innovation at the intersection of biology and technology were 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 thats 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 patients lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at Technical Lead Customer Experience Insights & Analytics Platforms provides enterprise technical leadership for Qualtrics XM Discover and its supporting analytics ecosystem. The role owns platform architecture integration design production reliability data integrity security and access governance model performance and technical standards across Qualtrics XM Discover Databricks SQL business intelligence tools and connected data sources. Acting as the senior technical authority and a hands-on lead this position translates business needs into scalable solutions directs complex technical delivery manages platform risk and lifecycle decisions and enables analysts and business partners to generate trusted customer insights.

Key Responsibilities

• Serve as the technical owner and primary subject-matter expert for Qualtrics XM Discover and its supporting data integration and reporting ecosystem.
• Define and maintain the target architecture technical roadmap design patterns environments release controls and lifecycle strategy for CX analytics platforms.
• Design configure and oversee secure scalable integrations and data pipelines connecting customer interaction survey CRM contact-center and operational data.
• Own production data integrity connector and feed health observability incident resolution performance optimization capacity planning and service continuity.
• Establish governance for data access privacy retention taxonomy lineage model changes documentation and promotion of solutions into production.
• Lead the design tuning validation and quality assurance of categorization sentiment effort text analytics intelligent scoring agent-behavior and predictive models.
• Guide the technical development of dashboards reusable data products APIs SQL assets and analytical workflows in Qualtrics XM Discover Databricks and BI tools.
• Partner with IT security privacy data engineering vendors architects and business stakeholders to translate requirements into compliant technical solutions.
• Evaluate platform capabilities technical debt vendor options investment tradeoffs and emerging technologies; recommend priorities based on value risk and scalability.
• Set technical standards conduct design and quality reviews mentor analysts and technical contributors and provide executive-level communication on platform health risk roadmap and value.
• Any additional responsibilities might be added as required.

Required Qualifications

• Bachelors degree in Computer Science Data Science Information Systems Engineering Analytics or a related field; equivalent relevant experience may be considered.
• Typically 7 or more years of progressively responsible experience in analytics platforms data engineering solution architecture enterprise applications or related technical disciplines.
• Demonstrated experience leading complex platform implementations integrations or modernization initiatives in a large enterprise environment.
• Deep hands-on expertise with Qualtrics XM Discover or a comparable enterprise Voice of the Customer speech analytics text analytics or experience-management platform.
• Advanced experience with Databricks or a comparable cloud data platform SQL data pipelines APIs data modeling and performance optimization.
• Strong knowledge of platform security access controls privacy retention data quality lineage change management and production governance.
• Demonstrated ability to provide technical direction influence cross-functional teams and vendors resolve complex issues and communicate architecture and risk to senior leaders.

Preferred Qualifications

• Proficiency in Python Scala R PySpark or comparable languages and frameworks used for analytics or data engineering.
• Advanced knowledge of natural-language processing machine learning predictive analytics and responsible AI practices.
• Experience with cloud architecture CI/CD automated testing monitoring metadata management or catalog and governance capabilities.
• Experience integrating contact-center CRM survey and omnichannel data including platforms such as Genesys and Microsoft Dynamics.
• Relevant platform cloud data engineering architecture or analytics certifications.
• Experience operating in a regulated global or matrixed enterprise environment.

For more information on how we support the whole health of our employees throughout their wellness career and life journey please visit .

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 & 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 external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.

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