Job Function: Technology Product & Platform Management
Job Sub Function: Technical Product Management
Job Category:Scientific/Technology
All Job Posting Locations:New Brunswick, New Jersey, United States of America, Raritan, New Jersey, United States of America
Job Description: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
We are searching for the best talent for a Customer Service Experience Global Product Analyst to based in New Brunswick or Raritan, NJ.
Purpose: This role supports the Global Business Product Owner (BPO), helping translate business needs into requirements, support process development, and drive adoption of digital solutions globally. The Product Analyst will partner across Business, IT, and Program teams to ensure solutions are well-defined, delivered optimally, and fully adopted—driving measurable improvements in customer service efficiency and customer experience.
You will be responsible for:
Business Ownership & Delivery
- Support Customer Service Experience business requirements, process optimization, capability roadmap, and backlog prioritization
- Translate business needs into user stories and support backlog readiness and prioritization
- Partner with IT and Product teams to deliver product in alignment with business need
Change, Adoption & Communications
- Support organizational change and adoption strategy for the Customer Service Experience
- Help develop clear, business-focused communications that reinforce value and desired behaviors
- Engage partners and capture feedback to drive alignment across functions
Training & Enablement
- Support development and delivery of role-based training and enablement for business users
- Assist in ensuring training, communications, and documentation are aligned to support adoption
- Help build capabilities to sustain new ways of working post-launch
Execution & Continuous Improvement
- Support testing, deployment, and post-launch stabilization
- Assist in facilitating workshops and cross-functional forums to drive decisions and resolve issues
- Capture feedback and support continuous improvement to improve outcomes
Performance & Value Realization
- Track and report progress against targets related to adoption, service efficiency, and process performance
- Support efforts to ensure business benefits are realized and sustained
An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.
Qualifications:
Required Skills & Experience
- Bachelor’s degree or equivalent experience
- 2–5 years’ experience in Service, Commercial Operations, business analysis, or related roles
- Experience supporting business transformation, product delivery, or process improvement
- Solid understanding of Customer Service operations (preferred)
- Experience supporting change, adoption, and partner alignment
- Strong analytical, facilitation, and interpersonal skills
- Data-driven approach with experience tracking adoption and operational impact
Preferred Skills & Experience:
- Experience with CRM/CXM platforms (e.g., Microsoft Dynamics)
- Agile experience (user stories, backlog, refinement)
- Organizational change exposure or certification (e.g., Prosci)
- Experience supporting or delivering training programs
Required Skills:
Preferred Skills:
Agility Jumps, Analytics Insights, Business Alignment, Business Behavior, Collaboration Tools, Communication, Cost-Benefit Analysis (CBA), Data Analysis, Monitoring, Evaluation, and Learning (MEL), Problem Solving, Process Oriented, Project Management Methodology (PMM), Project Management Office (PMO), Project Reporting, Project Support, Statement of Work (SOW), Time Management
The anticipated base pay range for this position is :
$94,000.00 - $151,800.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
