Job Description Summary=== BE PART OF SOMETHING BIGGER! === BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues. # Job Description ## Our vision for The Customer Experience Leader at BD The Life Science business at BD is committed to becoming a more customer-centric organization. Our Customer Experience Leader will have a leadership role to shape, inspire and build momentum for this focus throughout our business, and becomes a steadfast champion of strategy built on wisdom, evidence-based decision making, and continuous innovation. The CX Leader will ensure the highest levels of client satisfaction with services and support provided to BD’s NA Life Sciences’ customers throughout the customer lifecycle. Reporting to the Mgr., NA LS Service Operations, the ideal candidate is passionate about the customer experience and must have proven track record to drive customer NPS improvements. As a strategic leader, this individual will develop tools and operating mechanisms to strengthen long-term customer engagement and retention. The NA LS customer base is varied by nature, and critical to ensure BD service and support teams consistently meet the expectations of these segments. You must have a strong understanding of drivers that impact the customer experience, and be able to engage/collaborate with internal teams to ensure alignment with initiatives intended to improve this experience. Additionally, the CX Leader will be responsible for the prioritization of actions derived from both our voice of customer & employee based programs. Effectively initiating, leading, and executing these initiatives, with varying scope and complexity, is crucial. This will require a strong personality and ability to independently navigate through multiple layers within the organization to drive outcome where everybody wins. The CX will lead management of critical metrics and make data influenced decisions to achieve success. Frequent and direct communications with customers will also be required. Collaboration with marketing teams will also be key to enable customers to realize the benefit of services rendered and the BD brand. Ideally based in San Jose, CA, or Sparks, MD, but open to all NA locations based on right candidate. Up to 25% travel required. ## ## About the role: As Customer Experience Leader you will + Partner with the Global CX and North American Leaders to build sustained, improved customer facing processes. + Support the design and analysis of customer-centric metrics and build insights and recommendations to the region and to functions at all levels + Influence and collaborate with the organization through the understanding of personas, and creation of customer journey mapping further refining customer experiences from new product development to existing processes + Develop and deliver new CX training (online and in-person) + Connect with CX champions around the world to share regional customer insights. + Support the CX cultural transformation efforts as part of the CX communications committee + Work closely with the corporate CX initiatives to ensure Life Science Service efforts and needs are well represented + Drive development and standardization of a predictive customer temperament modeling tool to identify gaps and areas to improve. + Develop a Quarterly Business Review (QBR) template, intended to facilitate operational reviews with key customer accounts. ## Education and experience required: + 3-5 years proven experience leading a customer success organization in the Medical Device or Life Science industries. + B.A or B.S. degree: business, engineering, Life Sciences preferred. + Thrive in a fast-paced, matrixed environment. Able to overcome ambiguity and build processes and operating mechanisms without existing templates or playbooks. Self-starter, lead without direct authority. Proven operational perfection in data-centric analytical thinking, process development and improvements, problem solving. Six Sigma Green-Belt or higher preferred. + Effective communicator, and ability to influence others. Superior communication and presentation skills. + Effective in organizational change and changing cultural norms + Experience with Salesforce/Service Max, or other leading CRM solutions. Experience with SAP and PowerBI recommended. + Strategic leader and problem solver, with confident understanding of tactical factors. + Ability to create evaluation methods and other success factors to drive measurable improvements to the experience. + Track record of conducting self in a highly professional manner, working with utmost compliance and integrity. Advocate company brand extraordinarily well with customers. + 25% travel required. ## Click on Apply if this sounds like you!! # Why join us? A career at BD means being part of a team that values your perspectives and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day. You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and exciting culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates. ## To learn more about BD visit https://jobs.bd.com/ Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status. #LIPRO # Primary Work LocationUSA MD - Sparks - 39 Loveton Circle # Additional LocationsUSA CA - San Jose # Work Shift Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.