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Value Improvement Principal - Customer Service Job

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Date: Feb 5, 2019

Location: Taipei City, TPQ, TW

Company: Boston Scientific



Purpose and Passion • Comprehensive Benefits • Life-Work Integration • Community • Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.


About the role:

Leads the Global Customer First (GCF) Value Improvement (VI) Strategy in the 14 APAC CS sites enabling the transformation of Customer Services team culture by upskilling people to create a more customer centric and highly engaged workplace, where improving the work becomes the work.

Leads the deployment of the systems and tools that enables continuous improvement and the relentless elimination of waste.


Your responsibilities include:


Value Improvement

  • Co-ordinate and lead the deployment of the GCF VI strategy roadmap across all APAC Customer Services (CS) sites that will build a Lean Culture across all levels of the CS function regionally
  • Develop the use and deployment of the GCS VI program roadmap at the CS sites to drive high performance and deliver value to our customers, through coaching and mentoring of the CS teams
  • Engage CS team members to identify opportunities that drive world class results through a culture of continuous improvement and innovation
  • Continuously seek and drive improvements by piloting new tools and ideas and sharing so that they can be leveraged locally and globally.
  • Design and implement any additional/supporting training programs related to value improvement
  • Analyze and interpret business data to identify optimum improvement opportunities, suggest unique solutions and champion implementation.



  • Coach and Mentor Leadership in their role to support a culture of continuous improvement and innovation.
  • Champion the integration of BSC Value Improvement and Business Essentials systems, methodologies and tools into the organisations infrastructure
  • Champion the VI culture for new business and acquisitions
  • Establish personal credibility and trust within the organization
  • Represent company in various external forums/steering committees.


Change Management

  • Benchmark and Share Best Practices
  • Lead successful creation and execution of Change Management processes, policies and procedures in the deployment of VI strategies
  • Communicate effectively to all affected by change
  • Ensure the business is ready to take on board the system changes, training is carried out, sustaining activities are identified and productivity and performance improvement measures are in place.
  • Work with colleagues in the Program Management Office Team to share best practices and standardize communications to those outside the department.
  • Interacts with all levels of employees, answering questions and providing guidance and information on the VI strategy, roadmap, systems and tools


Project Management

  • As well as enabling others the successful candidate may lead VI projects themselves.
  • Develop plans and schedules for assigned projects, identify the resources required and form teams as required to complete the activities, using GCF project management systems, tools and methodologies
  • Identify and coordinate all activities required to complete the project or task through the team.
  • Ensure timely project completion ensuring current policies and practices are followed and keeping accurate documentation.
  • Identify, communicate, and manage moderate levels of technical risk.
  • Communicate and present project/project status to senior management and key project stakeholders as appropriate.
  • Quickly resolve conflicts and involve functional management as required, Elevate issues and clear barriers to project progress.
  • Manage multiple projects in parallel as necessary


What are we looking for:

  • Degree or Masters in relevant Business, Engineering or Science discipline.
  • Black Belt in Lean/Six Sigma – a distinct advantage
  • International, multi-cultural work experience
  • Extensive knowledge and application of Lean/IE tools and methods
  • Leadership and Influencing sills
  • Change Management skills
  • Ability to communicate across all levels of the organization.
  • Cross functional team working.
  • Creativity and Innovation.
  • Problem solving and decision-making skills.
  • Project Management skills.


About us

As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.

If you are interested in this position please apply through the company website.


Requisition ID: 443066


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