Customer Insights & Experience Senior Specialist

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:

Sales Enablement

Job Sub Function:

Sales Effectiveness

Job Category:

Business Enablement/Support

All Job Posting Locations:

São Paulo, Brazil

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 Sr Specialist position, based in São Paulo.

Purpose:

- The Customer Insights & Experience Sr Specialist is responsible for generating actionable customer and field force insights that support commercial decision-making, customer engagement, and business performance across multiple countries.

- This role partners closely with Commercial, Marketing, Customer Engagement, and Analytics teams to transform data into meaningful recommendations, optimize field force execution, improve customer experiences, and drive adoption of performance management best practices.

- The Sr Specialist acts as a key contributor in analytics initiatives, performance reporting, customer journey evaluations, and process improvements, ensuring insights are translated into tangible business actions.

Key Responsibilities

Field Force Performance & Commercial Insights

• Support the development and execution of Field Force Performance initiatives aligned with commercial priorities.

• Analyze field force productivity, effectiveness, reach, frequency, coverage, and execution metrics.

• Monitor KPIs and identify opportunities to improve commercial execution and customer engagement.

• Generate regular performance analyses and recommendations to support leadership decision-making.

Analytics & Insights Generation

• Conduct advanced analyses leveraging customer, sales, field force, and omnichannel data sources.

• Translate complex datasets into clear and actionable business insights.

• Develop dashboards, reports, and visualizations that support business planning and execution.

• Support segmentation, targeting, call planning, and performance measurement initiatives.

Customer Experience & Journey Optimization

• Analyze customer behaviors and engagement patterns across touchpoints.

• Identify opportunities to improve customer experience and field force interactions.

• Support omnichannel initiatives by providing insights on customer preferences and engagement effectiveness.

• Contribute to customer journey mapping and optimization activities.

Cross-Functional Partnership

• Collaborate with Commercial, Marketing, Customer Engagement, Business Analytics, IT, and other stakeholders.

• Support cross-functional projects focused on performance improvement and execution excellence.

• Present insights and recommendations to stakeholders in a clear and compelling manner.

• Act as a trusted business partner through data-driven consultation and storytelling.

Process Excellence & Innovation

• Support the continuous improvement and standardization of reporting, analytics, and performance management processes.

• Identify automation opportunities to improve efficiency and scalability.

• Contribute to the implementation of new analytics tools, methodologies, and best practices.

• Ensure consistency and quality of performance-related deliverables.

Governance & Compliance

• Ensure compliance with internal policies, data privacy requirements, and regulatory standards.

• Maintain high standards of data quality, accuracy, and integrity.

• Promote ethical and responsible use of customer and business information.

Qualifications / Requirements:

• Bachelor's degree in Business Administration, Engineering, Economics, Statistics, Data Science, Marketing, or related fields.

• Advanced degree or specialization is a plus.

• Experience in Customer Insights, Commercial Analytics, Business Intelligence, Sales Effectiveness, Field Force Performance, or similar areas.

• Strong analytical and problem-solving skills.

• Experience working with large datasets, dashboards, and performance reporting.

• Ability to convert data into actionable business recommendations.

• Strong communication and storytelling capabilities.

• Experience working in cross-functional and matrix environments.

• Knowledge of healthcare, pharmaceutical, or highly regulated industries is desirable.

• Proficiency with analytics and visualization tools (Power BI, Tableau, IQVIA, CRM platforms, or similar).

• Strong stakeholder management and collaboration skills.

• High level of customer-centricity, accountability, and continuous improvement mindset.

• Fluent Portuguese, Advanced English, Spanish highly desirable.

 

 

Required Skills:

 

 

Preferred Skills:

Business Development, Collaboration, Communication, Customer Centricity, Efficiency Analysis, Execution Focus, Mentorship, Objectives and Key Results (OKRs), Operational Excellence, Organizing, Performance Monitoring, Problem Solving, Process Optimization, Relationship Building, Sales Enablement, Sales Support, Solutions Selling