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BD (Becton, Dickinson and Company) Voice of Customer (VOC) Customer Experience Analyst in San Antonio, Texas

Job Description SummaryThe VOC Closed Loop Feedback analyst is a new position reporting into Director VOC & Data Analytics. The candidate will be responsible for driving programs to improve customer experiences of new and existing products across various customer services teams. They will also manage identifying, recommending, and resolving root causes to improve overall customer satisfactions measured by Net Promoters Score (NPS). At the core of this role, will be to establish, preserve or restore customer loyalty through timely response to requests for call-backs from cross-functional customer survey, single customer corporate escalations, and contact center escalations for final resolution.

Job Description

The VOC Closed Loop Feedback analyst is a new position reporting into Director VOC & Data Analytics. The candidate will be responsible for driving programs to improve customer experiences of new and existing products across various customer services teams. They will also manage identifying, recommending, and resolving root causes to improve overall customer satisfactions measured by Net Promoters Score (NPS). At the core of this role, will be to establish, preserve or restore customer loyalty through timely response to requests for call-backs from cross-functional customer survey, single customer corporate escalations, and contact center escalations for final resolution.

Essential Responsibilities:

  • Manage escalated customer issues through resolution that require research, analysis and working across internal & external stakeholders.

  • Collaborate with Customer Care leadership team to identify opportunities to improve customer experiences.

  • Design and analyze customer centric metrics to build insights and recommendations for improving customer experiences.

  • Establish performance dashboards to track our progress along the customer journey.

  • Partner with Director VOC and Data Analytics to prioritize customer experience opportunities and execute them in an agile manner.

  • Leverage existing VOC processes and enhance performance dashboards to track our progress along the customer journey.

  • Research Customer Comments and Open, Update & Close Alerts. Also understand previous requests, actions taken and root cause.

  • Inspires customer loyalty by listening, empathizing, displaying ownership and providing timely communication until resolved.

  • Maintain external visibility of trends and best practices in end-to-end customer VOC practices.

  • Conduct monthly reviews on NPS and related customer services metrics with key stakeholders.

  • Collaborate with BU VOC leaders and leverage best practices to enhance customer services VOC roadmap.

  • Implement Qualtrics or other tool to capture, analyze and report customer feedback.

Primary Work LocationUSA NJ - Franklin Lakes

Additional LocationsUSA TX - San Antonio

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.

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.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

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