Customer Centricity Specialist

Additional Locations: France-Île-de-France; Germany-Düsseldorf; Ireland-Galway; Italy-Milan; Netherlands-Kerkrade; Spain-Madrid; United Kingdom-Hemel Hempstead

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.

Customer Centricity Specialist

THIS ROLE CAN BE BASED IN MILAN, MADRID, GALWAY, LONDON, PARIS, DUSSELDORF, WARSAW

The Customer Centricity Specialist will support the management of the operational aspects of our Customer Centricity vision, from support in its definition, insight generation, action plans’ implementation and downstream PMO efforts and the change management dimension. The Customer Centricity Junior Specialist will be instrumental in supporting the operations of the customer centricity department and will directly report to the EMEA Customer Centricity Lead 

Key Responsibilities

Contributing to the evolution of our Customer Centricity ambition

• Based on our customer knowledge (Personae, Insight & Analytics, etc.), propose improvements or new opportunities to optimize the customer journeys and to help teams gain more efficiency
• Help systematize the tracking/measure of Cx in the different tools likely to generate customer insight
• Contribute to overall vision and strategy of the Customer Centricity programs
• Sustaining a Customer Experience market intelligence

Supporting the generation of Customer Centricity survey insights

• Participating in designing the Boston Scientific  CX ecosystem including sampling, data collection method, questionnaire
• Providing all materials essential to fieldwork success
• Managing survey production tasks
• Participating in the selection of the Boston Scientific partner
• Participating in regular project review meetings with partner
• Monitoring fieldwork quality & project timelines
• Implementing with the partner the new solutions to share the information & engage different audiences within the organization

Supporting the dissemination of insights in the organisation

• Generating actionable insights from large and complex datasets
• Supporting the on-boarding of the different stakeholders (Divisions, Functions) Communicating analyses in engaging reports
• Support the elaboration of analyses to internal stakeholders
• Providing support to action plans development

Supporting the change management inherent to Customer Centricity programs

• Developing communication tools for different stakeholders according to communication plan
• Supporting the execution of the communication plan
• Supporting the elaboration of training to improve CX expertise in the Company
• Disseminating a customer-centric culture and the appropriate methodologies in the service of BSC customer engagement
   

What we are looking for

• Strong data analytical and statistical skills
• Strong business acumen a distinct advantage
• Curiosity in data mining
• Flexibility and agility in a past paced evolving environment
• High degree of organization, accuracy and synthesis
• Experience and curiosity in Customer Experience Management
• Bachelor’s degree in data analytics / business / science
• Specialization in health economics and / or statistical analyses are a plus
• Experience of 2-3 years
• Fluent in English
• Robust knowledge of Microsoft package
• Good written and verbal communication skills
• Ability to work under own motivation as well as part of a team
• Good interpersonal skills
• Ability to manage projects from beginning to end
• Ability work under pressure to meet deadlines
• Willing and able to travel on occasion as needed

Additional Notes:

• Indicate hybrid mode, 3 days in the respective office hub.
• Open to any EMEA Hub (preference for Madrid, Voisin or Galway).

Requisition ID: 592090

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!