Boston Scientific Voice Customer VoC Lead / Care 

United States, Minnesota, Arden Hills 

878239594

Your responsibilities will include:

• Develop a closed feedback loop combining customer experience data with operational and financial data to drive Customer Improvement Actions (CIAs) and Value Improvement Programs (VIPs).
• Build and maintain interactive reports and dashboards from multiple data sources to track insights and translate into actionable tasks.
• Define, monitor, and report on Voice of Customer (VOC) metrics clearly and effectively to all teams and levels of Customer Care.
• Map the customer journey to identify pain points and implement strategic improvements.
• Partner with functional teams across Boston Scientific to ensure visibility and accountability for addressing customer experience gaps.
• Innovate and support survey/feedback methodologies and tools to gather comprehensive customer feedback.
• Conduct competitive assessments of Boston Scientific's customer experience compared to our competitors.
• Own quarterly feedback reporting in support of ISO 13485 standards.

Required qualifications:

• 5+ years of experience in Customer Care
• Demonstrated history of enhancing Customer Experience
• Strong analytical skills, proficient in linking data to business outcomes across various departments and global teams
• Willingness to travel up to 15%

Preferred qualifications:

• Experienced in managing projects and programs within a Support organization
• Exhibited ability in making quality decisions, critical thinking, and innovative problem-solving
• Highly organized, collaborative, and motivated individual with excellent communication skills

Compensation fornon-exempt (hourly), non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation forexempt, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements.

For MA positions:It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.