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Customer Centricity Specialist, EMEA Job

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Date: Mar 14, 2019

Location: Voisins le Bretonneux, 75, FR

Company: Boston Scientific

Locations: any EMEA HUB (Voisins le Bretonneux, Madrid, Milan, Hemel Hempstead, Ratingen)

 

Purpose

 

The Customer Centricity Junior Specialist will manage the operational aspects of the Boston Scientific Customer Centricity program, from support in its definition, in the insight generation, the action plans’ implementation and downstream PMO efforts and the change management dimension. The Customer Centricity Junior Specialist will be instrumental in operating the customer centricity department and will directly report to the EMEA Customer Centricity Leader

 

 

Key Responsibilities

 

 

Supporting & participating in the CC department on going assignments

  • Supporting internal meetings (call, workshops, presentations...) and their follow up.
  • Supporting CC leader on a constant basis
  • Interacting transversally with all departments as the Voice of Customer
  • Sustaining a Customer Experience market intelligence

 

Supporting the forerunning phases of the Customer Centricity approach

  • Assessing, reporting and improving contact file quality (based on SalesCloud) on a regular basis
  • Participating in the selection of the Boston Scientific partner
  • Participating in designing the Boston Scientific approach including sampling, data collection method, questionnaire
  • Supporting the on-boarding of the different stakeholders (Divisions, Functions)

 

Managing the fieldwork phases of the Customer Centricity approach

  • Participating in regular project review meetings with partner
  • Providing all materials essential to fieldwork success
  • Monitoring fieldwork quality & project timelines

 

Supporting the cascading of Customer Centricity survey insights

  • Generating actionable insights from large and complex datasets
  • Communicating analyses in engaging reports
  • Support the elaboration of analyses to internal stakeholders
  • Implementing with the partner the new solutions to share the information & engage different audiences within the organization

 

Supporting the action planning phase

  • Providing support to action plans development
  • Providing support to action plans implementation

 

Supporting the change management inherent to Customer Centricity programs

  • Supporting the execution of the communication plan
  • Developing communication tools for different stakeholders according to communication plan
  • Supporting the elaboration of training to improve CX expertise in the Company
     

 

What we are looking for

 

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

BOSTON SCIENTIFIC


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