Job Description Summary
As the Staff Customer Journey Analytics & AI Lead, you will serve as the lead for our enterprise customer journey analytics capabilities, focused on Adobe Customer Journey Analytics (CJA), Adobe Analytics and Adobe Experience Platform (AEP). You will own the vision, roadmap, delivery, governance and adoption of these capabilities, combining strategic thinking with hands-on technical expertise.
In this role, you will connect digital, marketing, sales and service data to help GE HealthCare understand customer and account engagement, measure campaign effectiveness and improve commercial outcomes. You will also identify and enable AI-driven analytics capabilities that make insights more accessible and actionable. You will play a pivotal role in shaping how GE HealthCare understands and measures customer journeys across channels and touchpoints. You will work across Marketing, Digital, Commercial, Data Engineering and Technology teams to translate business needs into measurement frameworks, trusted analytics capabilities and actionable insights.
Job Description
Roles and Responsibilities
- Lead the strategy, roadmap and delivery of enterprise customer journey analytics capabilities using Adobe CJA, Adobe Analytics and AEP.
- Partner with Marketing, Digital, Commercial and Technology stakeholders to translate business priorities into use cases, measurement requirements and analytics solutions.
- Define customer and account journey measurement frameworks, including journey stages, KPIs, dimensions, attribution approaches and reporting standards.
- Configure and maintain CJA connections, data views, derived fields, calculated metrics, filters and attribution settings.
- Build and enhance Analysis Workspace projects, dashboards, journey visualizations, cohort analyses and reports that support business decisions.
- Guide the collection and integration of digital, campaign, CRM, sales, service and other relevant data to enable cross-channel customer and account journey analysis.
- Partner with implementation teams to define and validate event tracking, data layers, Adobe Experience Platform Web SDK, tags and instrumentation standards.
- Work with data engineering and AEP teams to define and validate Experience Data Model (XDM) schemas, datasets, event structures and data ingestion requirements.
- Collaborate with identity and master data management teams to improve the connection of digital interactions, contacts and accounts across channels.
- Use SQL, Adobe Query Service and other analytical tools to investigate data, validate transformations and answer complex business questions.
- Monitor data quality and troubleshoot issues across the collection-to-reporting pipeline, coordinating resolution with platform, engineering and delivery teams.
- Define and prioritize AI and advanced analytics use cases, including journey anomaly detection, segmentation, propensity analysis, campaign optimization and conversational access to insights.
- Evaluate and enable relevant Adobe AI capabilities and enterprise AI tools, partnering with data science, engineering and AI teams to develop, validate and operationalize use cases.
- Translate analytics and AI-generated insights into recommendations that improve customer experience, marketing effectiveness and commercial decision-making.
- Establish governance for data quality, metric definitions, documentation, access, privacy and responsible use of AI.
- Drive platform adoption through training, documentation, stakeholder engagement and self-service analytics enablement.
- Guide delivery partners and mentor analysts and team members on Adobe platforms and customer journey analytics practices.
- Communicate roadmap progress, business value, risks and recommendations to senior stakeholders.
Qualifications
- Bachelor’s or Master’s degree in Analytics, Data Science, Computer Science, Engineering or a related field.
- 10+ years of experience in digital, customer or marketing analytics, including leadership of enterprise analytics initiatives.
- Hands-on experience with Adobe Customer Journey Analytics and Adobe Analytics, including Analysis Workspace, measurement configuration and reporting.
- Knowledge of Adobe Experience Platform, including datasets, XDM schemas, event data and identity.
- Experience defining analytics strategies, measurement frameworks, KPIs and product roadmaps.
- Strong understanding of digital data collection, event instrumentation, data layers and tag management; Adobe Web SDK experience preferred.
- Proficiency in SQL and experience analyzing data across digital, marketing, CRM and other commercial systems.
- Understanding of customer and account identity resolution, including online and offline interactions.
- Experience assessing or delivering AI and advanced analytics use cases, with an understanding of privacy, consent, access controls and responsible AI.
- Strong leadership and communication skills, with the ability to collaborate across business, data and technology teams and explain insights to non-technical audiences.
- Preferred: Experience with B2B journey analytics, Adobe Real-Time CDP or Journey Optimizer, Query Service, Data Distiller, Python, Power BI, or a regulated industry such as healthcare.
Inclusion and Diversity
GE Healthcare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.
Additional Information
Relocation Assistance Provided: No
