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BD (Becton, Dickinson and Company) Customer Experience Global Manager in Baltimore, Maryland

Job Description SummaryThe Integrated Diagnostic Solutions (IDS) business unit at BD is committed to becoming a more customer-centric organization. Our Customer Experience Manager plays a key role in shaping, inspiring and building momentum for this focus throughout our organization and becomes a relentless champion of insights-driven strategy, evidence-based decision making, and continuous innovation. Additionally, will lead the prioritization of action derived both from our voice of customer outreach and internal feedback channels

Job Description

The Customer Experience manager will:

  • Conduct/gather/define preparatory research to understand needs of customers and delivers powerful CX stories through complex data

  • Develop personas, journey maps and leads others through the development of solution seeking

  • Serve as a steward for the design of targeted episodes in the customer experience, including complex processes that cross multiple functional areas

  • Identify key customer interactions that need attention or improvement across the customer lifecycle and rally the right associates in the organization to address it

  • Devise new and innovative customer interactions and touch-points to enhance and differentiate the customer experience

  • Inspire a customer perspective throughout the organization including within business processes and decision-making

  • Consult with businesses, regions and functions to help them dissect, diagnose and differentiate their customer experience

  • Lead and support functional and business associates in the tactical customer experience improvement initiatives in their areas

  • Design and analyze the metrics for tracking our progress along the customer journey (broadly and specifically based on key interactions)

This position is a fantastic opportunity for an associate to have visibility and access to all functions of the organization, all regions of the world and all levels to propel IDS forward on its journey.

Responsibilities:

  • Partner with the Global Customer Experience leader to build this function at Integrated Diagnostic Solutions (IDS).

  • Support the design and analysis of customer-centric metrics and build insights and recommendations to regions and to functions at all levels

  • Influence and collaborate with the organization through the creation of personas and customer journey mapping to define and refine customer experiences from new product development to existing processes

  • Develop and deliver CX training (online and in-person)

  • Build, nurture and manage relationships with volunteer CX champions around the world

  • Support the CX cultural transformation efforts as part of the CX communications committee

  • Work closely with the corporate CX initiatives to ensure IDS efforts and needs are well represented

Education and Experience:

  • A BS or BA is required, MBA preferred.

  • Seeking a candidate with 3-5 years of experience in organizations that are focused on customer experience and who can demonstrate their impact on the organization.

Knowledge and Skills:

  • Customer-focused positions or roles

  • Effective in change management and changing cultural norms

  • Strong project management skills

  • Analytic skills

  • Impactful oral and communication skills, including experience in teaching and training staff on the basic principles of CX

  • 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

  • Effective influence skills, leading without direct authority

  • 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 IDS CX Global Manager will report to theGlobal Customer Experience leader, IDS

Primary Work LocationUSA MD - Baltimore

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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.

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