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Digital Customer Experience Manager Job

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Date: Oct 5, 2021

Location: Maple Grove, MN, United States, 55311

Company: Boston Scientific

Additional Locations:


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.


*Role can be remote*

About the Role:
Boston Scientific is looking for a passionate digital marketing leader who is excited about commercializing businesses to drive growth or take share. We are looking for someone who is zealous about digital customer-centricity, driving collaboration and overseeing highly productive cross-functional partnerships across our UroPH franchises and commercial teams with deep experience developing and executing integrated digital marketing campaign strategies targeting physicians, patients (consumers) and economic customers in the healthcare space. 

Key areas of focus for this digital leader and their team will include leading digital campaigns rooted in customer insights, understanding customer behavior and key barriers to adoption. They are responsible for providing our team with a holistic view of our customers’ digital experiences with us, devising comprehensive pan-franchise strategies and plans that guide our teams to optimize and maximize impact. This optimization will require a delicate balance between what we want to convey to customers (VOB) and what customers want to hear / receive from us, when and where (VOC). This leader will work closely with and collaborate effectively with Product Marketing, Integrated Marketing Communications, Global Digital Marketing, outside agencies, Public Relations, Sales, global partners, Corporate Branding, Clinical, Legal and Regulatory. She/he will work across multiple business areas, and ensure strategies are aligned to overall company goals and objectives.

The Digital Customer Experience Manager will have supervisory responsibilities for our digital marketing strategy team, marketing automation team, and the digital producers. This role reports to the Director, Global Integrated Communications & Digital and will be a key contributor in achieving the divisions business goals.

Your Responsibilities Include:
•Understand mindset/behavior of physicians, patients and payers and key barriers to adoption to be able to effectively incorporate insights into the development of digital strategies, campaigns and promotions
•Formulate and execute annual and long-range global digital marketing plans: collaborate with Director to set direction to achieve overall organization objectives
•Propose strategies and tactical plans aimed at short- and long-term revenue goals
•Contribute to leading, guiding and driving our digital transformation and journey towards truly omnichannel, customer-centric experiences
•Oversee digital campaign execution to ensure results are measured and achieved
•Strong leadership skills - effectively managing and developing teams in a complex environment
•Oversee complex cross-business projects and ways of working, empowering the team to work independently, removing barriers and obstacles to ensure the team can operate in an optimally effective fashion
•Manage and ensure consistency in the Boston Scientific brand
•Communicate proactively to all levels of management and all stakeholders, managing expectations, timelines and logistics
•Global understanding, consultation and content sharing as defined by business needs
•Identify, partner with, and manage appropriate resources (i.e., agency, vendor relationships, other internal departments, etc.) to ensure that digital programs meet objectives
•Develop and maintain budgets while ensuring cost saving measures
•Evaluate program impact and reassess objectives and outcomes; responsible for continuous improvement of the digital programs; track results including identification and monitoring of key metrics
•Leverage and refine analytics and Key Performance Indicators for campaigns and digital channels by working closely with Global and Division analytics teams to create measurement plans and deliver insightful campaign reports to key stakeholders and leadership
•Ensure UroPH digital plans are appropriately aligned with other BUs and best practices are shared
•Keep abreast of industry standards and trends as related to responsibilities, and communicate information to the organization
•Position self as an expert in digital consumer and patient facing marketing strategies and execution
•Effectively communicate and recommend fresh innovative and relevant ideas/plans to business partners and gain alignment
•Play a thought-leader role by sharing knowledge and best practices with both internal and external teams   
Minimum Qualifications:

•Bachelor’s degree required, ideally in Marketing.  
•6+ years of relevant global digital strategy experience required
•Excellent coaching, personnel development and leadership skills
•Excellent written and verbal communication skills
•Demonstrated record of success and leadership
•Strategic thinking and strong analytics
•Experience in integrated, multi-channel campaign management
•Experience in a complex, cross-functional, global commercial environment
•Ability to create productive working relationships with cross-functional and global stakeholders
•Ability to influence people outside of the marketing organization for buy-in and action
•Demonstrated ability to collaborate at all levels to get critical work done
•Ability to work effectively as a member of a regionally diverse team, in a fast-paced environment is required
•Candidate must have strong CRM and digital marketing acumen and a proven track record of developing digital campaigns
•Understanding of and comfortable using Google analytics
•Experience with Salesforce and Salesforce Marketing tools (Marketing Cloud), Adobe Experience Manager and WordPress is strongly desired
•Thorough understanding of inbound & outbound email marketing, organic and paid search engine marketing, social media marketing, content marketing, website strategy, customer relationship management, webcasts/webinars, and more is required
•Travel up to 20% depending on requirements. Candidate should be comfortable with travel and overtime as commitment requires.

Preferred Qualifications:

•Experience in digital marketing in healthcare, particularly targeting HCPs and Patients

Quality System Requirements:
In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures. For those individuals that supervise others, the following statements are applicable:
•Assures that appropriate resources (personnel, tools, etc.) are maintained in order to assure Quality System compliance and adherence to the BSC Quality Policy.
•Establishes and promotes a work environment that supports the Quality Policy and Quality System.


Requisition ID: 507320


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 is proud to be an equal opportunity and affirmative action employer.


Boston Scientific maintains a drug-free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.


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