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Customer Experience Specialist

Job Description SummaryThe Customer Experience Specialist is a unique position that marries business unit and functional knowledge with expertise in Customer Experience design techniques to create a better experience for our customers and associates. This high energy person will help the organization better visualize what it feels like to be a customer, and provide guidance on how those experiences could be improved and differentiated. This position provides a team member the opportunity to bring a new function to life for DS and shape what our customer-centric future looks like.
Job Description
Scope:
One of the KBOs for Diagnostic Systems is to move toward becoming a more customer-centric organization. In this effort, we partnered with a firm that provided us with an organizational roadmap to take us on this journey, offering over 150 recommendations. This team member, in consultation with colleagues across Diagnostic Systems and BD Corporate, will lead the prioritization and implementation of those recommendations. In addition, the Customer Experience Representative will:
Serve as a steward for the design of particular episodes in the customer experience, including some complex ones which cut across multiple functional areas
Identify episodes that need attention or improvement and rally the right associates to address
Devise entirely new types of customer interactions and touch-points that would help enhance and differentiate the Customer Experience
Help inject a customer perspective throughout the organization, and into business processes and judgments
Consult with the businesses, regions and functions to help them dissect, diagnose and differentiate their Customer Experience
Guide and lead functional or business associates in the tactical Customer Experience improvement initiatives in their area of expertise
Design the metrics for tracking our success in this journey and through each episode as it is improved
While this position reports into the Head of Strategic Marketing and Customer Experience it is a fantastic opportunity for an associate to have visibility and access to all functions of the organization, all regions of the world and all levels to take DS on a journey toward becoming more customer-centric. The Engineer hired for this role will lead a team of three direct reports to start, with the potential for increased scope as progress along our journey is made.
Responsibilities:
Partner with the Head of Marketing and Customer Experience to build this function and make it essential at Diagnostic Systems.
Prioritize and implement the Customer Experience Organizational Roadmap for DS, tackling both "onstage" and "backstage" elements for those customer episodes in need of improvement
Design the metrics that measure our success through the journey and report to the CX Executive Team and DS Leadership team
Work closely with the corporate CX initiatives to ensure DS efforts and needs are well represented
Education and Experience:
A BS or BA is required, MBA preferred.
Seeking a candidate with 3-5 years of experience in organizations that are rich and focused in customer experience today and can demonstrate their impact on the organization.
Knowledge and Skills:
Customer-focused positions or roles
Effective in change management and changing cultural norms
Effective project management skills
Impactful oral communication skills, including experience in teaching and training staff on the basic principles of CX
Outstanding interpersonal skills; projection of professional image and credibility; teamwork oriented and inclusive
Impactful leadership qualities to guide a developing team in achieving deliverables and building potential career growth
Effective influence skills, leading without direct authority
Action-oriented, customer-focused, with effective prioritization, goal-setting and time management skills
Comfortable interacting with all levels of the organization, including the executive staff
Reporting: The CX Engineer will report to the Head of Strategic Marketing and Customer Experience, DS
Primary Work LocationUSA MD - Baltimore
Additional Locations
Work Shift



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