Voice of Customer (VoC) Lead / Customer Care Lead

Additional Location(s): US-MA-Quincy

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 the role:
As the Voice of Customer (VoC) Lead, you will understand complex customer problems, design data-driven recommendations, and influence cross-functional stakeholders to implement customer-centric solutions. This role will play a critical part in monitoring customer sentiment, developing a systematic program for sharing the Voice of the Customer across Global Supply Chain, improve Customer Effort/Net Promotor Scores and drive Customer Improvement Actions (CIAs) and Value Improvement Programs (VIPs) based on customer feedback across North America Customer Care.

This role is open to candidates who are available to work from our Arden Hills, MN, or Quincy, MA locations.

Work Mode:
At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local office at least three days per week.
 
Relocation Assistance:
Relocation assistance is not available for this position at this time.
 
Visa Sponsorship:
Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

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

Requisition ID: 597029

Minimum Salary: $73800 

Maximum Salary: $140200 

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com--will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

Compensation for non-exempt (hourly), non-sales roles may 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 for exempt, non-sales roles may 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.

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 is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. 

Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

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.