Customer Experience Manager

Additional Location(s):  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.                

 

About this role:

Customer expectations have changed forever – BSC needs to evolve how we engage HCPs by delivering a “customer experience through omnichannel orchestration” model. This will enable BSC to take a holistic view of the customer experience and tailor that experience to specific needs by engaging with customers seamlessly across channels, delivering the right message, through the right channel, at the right time.

 

The Manager, Customer Experience will leverage a hands-on, collaborative approach to implement a connected experience across all touchpoints at Boston Scientific. This sharp, personable, and accountable professional will work with cross-functional Marketing, Sales, MarTech, and Development partners to bring several high-profile omnichannel programs to life by translating the desired customer experience into actionable business requirements. Qualified candidates will be able to showcase how they add value to the teams they work with through proactiveness, collaboration, positivity, and ingenuity.

 

Your responsibilities will include:

• Manage the day-to-day detailed delivery of multiple complex journey-based commercial programs and enterprise capabilities
• Take ownership of finding resolutions to technical opportunities and challenges, working across a large matrixed organization to identify SMEs and close the loop
• Bring newly formed teams together and get them working well together quickly by championing rigorous process management throughout the program’s lifecycle
• Facilitate discussion with remote teams, including exploration of alternatives approaches; drive team to remain in sync on status, issues, risks, changes, and coordinate the communication between the technical and business teams
• Collaborate closely with the business and technical teams to ensure delivery per plan, identify and document detailed requirements, dependencies, process flows, and data sources related to the desired future state customer journey
• Help remove blockers and drive prioritization discussions
• Partner with Project Manager and technical team to ensure a detailed plan with owners, dates, and dependencies is kept up to date
• Build alignment around program controls, governance, and standards
• Helps business users define requirements for commercial automation logic and customer engagement scoring models
• Scales best practices + shares solutions across programs

 

Required Qualifications

• Bachelor’s degree required
• 5-7 years of technology-driven, journey-based, marketing or sales program management experience
• Familiarity with marketing automation and Salesforce (SFDC) lead generation & opportunity management processes supporting field sales teams
• Healthcare or related experience preferred
• Able to manage multiple programs concurrently and effectively prioritize own work
• Strong interpersonal, written, and presentation communication skills
• Learning and change agility, customer focus, action oriented, and results driven

 

Requisition ID: 586663

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

 

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

 

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it