BD (Becton, Dickinson and Company) Customer Experience VOC/VOE Manager in Sparks, Maryland
Job Description SummaryUnique position that will shape the future of our customer and associate engagement projects into the future. This role will reach all corners of the organization to determine what is, and is not, going well for those key internal and external constituencies. This individual will represent the voice of our customer as we develop experiences and processes to strengthen brand loyalty and engagement. This high-energy person will help the organization better visualize what it feels like to be a customer, as well as provide insight from customers and associates on how those experiences could be improved and differentiated.
One of the KBOs for Diagnostic Systems is to move toward becoming a more customer-centric organization. In this effort, we partnered with a firm that provided us with an organizational roadmap to take us on this journey, offering over 150 recommendations. One of the most vital components to the success of this journey is obtaining a steady stream of associate and customer feedback. This feedback will help guide the efforts of Diagnostic Systems Customer Experience Engineering staff, focusing their attention on the customer episodes most in need of attention. The VOC/VOE Manager will oversee the design, administration and analysis of CX-related feedback instruments. In addition, this person will:
Serve as a single point of contact for the design of DS “listening post” feedback programs.
Ensure DS consistency in VOC/VOE practices, and guard against overlapping initiatives.
Design VOC programs that offer a positive experience for providers and users of the data.
Assist business areas in interpreting VOC/VOE data and using it to drive improvements.
This position will report to Diagnostic Systems’ CX Global Team Lead. It provides a team member with a fantastic opportunity to shape a new function for DS and influence what our customer experience will look like in the long-term. It will also give an associate the opportunity to have visibility and access to all functions of the organization, all regions of the world and our customers as we design effective and efficient VOC instruments.
Design, build and manage the CX feedback tools to gain valuable insights from customers and associates on what is working and what is not when doing business with DS
Design a three-tiered Net Promoter customer survey strategy that provides insights on our overall customer relationship, interaction-specific experiences and competitive benchmarking
Support the CX Organizational Roadmap with insights that aid in prioritizing and designing the right episodes for the organization
Analyze, prepare and report the data received from our feedback loops on a regular basis. Convey VOC/VOE insights in a manner that is engaging, educational and actionable.
Work closely with the corporate CX VOC/VOE initiatives to ensure DS efforts and needs are well represented Work with CX Evangelists and CX Engineer to identify new experiences and episodes in need of improvement
Spend time with customer-facing associates and customers around the world to ensure their perspective is always heard
Be a force for cultural change in the organization and have a willingness to challenge the status quo
Education and Experience:
A BS or BA is required, MBA preferred.
Seeking a candidate with 5-8 years of experience in designing VOC/VOE instruments for CX-oriented organizations, and who is able to demonstrate their personal impact on the organization’s customer-centricity.
Knowledge and Skills:
Excellent market research methodology knowledge and background
Understands good quantitative and qualitative research tools available and the best methods for reaching customers when seeking answers
Ability to assimilate research data and make recommendations on actions to be taken
Effective in change management and changing cultural norms
Ability to work cross functionally and around the world
Impactful oral and written communication skills
Outstanding interpersonal skills; projection of professional image and credibility; teamwork oriented and inclusive
Impactful leadership qualities to guide a developing team in achieving deliverables and building potential career growth
Action-oriented, customer-focused, with effective prioritization, goal-setting and time management skills
Comfortable interacting with all levels of the organization, including the executive staff
Reporting: The CX VOC/VOE Manager will report to the CX Engineer, DS
Location: BD Diagnostic Systems Sparks, MD. Employment conditional upon successful completion of a detailed background check.
Primary Work LocationUSA MD - Baltimore
Work Shift1st Shift 830am-5pm (United States of America)
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