Customer Experience Strategist

il y a 4 semaines

Paris, Île-de-France Boston Scientific Temps plein
About the Role

We are seeking a highly skilled Customer Centricity Specialist to join our team at Boston Scientific. As a key member of our Customer Centricity department, you will play a critical role in supporting the management of our Customer Centricity vision, from definition to implementation and downstream PMO efforts.

Key Responsibilities
  • Contribute to the evolution of our Customer Centricity ambition by proposing improvements or new opportunities to optimize customer journeys and enhance team efficiency.
  • Help systematize the tracking and measurement of Customer Experience (Cx) in various tools to generate customer insights.
  • Contribute to the overall vision and strategy of our Customer Centricity programs.
  • Sustain a Customer Experience market intelligence.
Supporting Customer Centricity Survey Insights
  • Participate in designing the Boston Scientific CX ecosystem, including sampling, data collection methods, and questionnaires.
  • Provide essential materials for fieldwork success.
  • Manage survey production tasks.
  • Participate in regular project review meetings with our partner.
  • Monitor fieldwork quality and project timelines.
  • Implement new solutions to share information and engage different audiences within the organization.
Supporting the Dissemination of Insights
  • Generate actionable insights from large and complex datasets.
  • Support the onboarding of stakeholders (Divisions, Functions) and communicate analyses in engaging reports.
  • Support the elaboration of analyses for internal stakeholders.
  • Provide support for action plan development.
Supporting Change Management
  • Develop communication tools for different stakeholders according to the communication plan.
  • Support the execution of the communication plan.
  • Support the elaboration of training to improve CX expertise in the Company.
  • Disseminate a customer-centric culture and appropriate methodologies in the service of BSC customer engagement.
Requirements
  • Strong data analytical and statistical skills.
  • Strong business acumen, a distinct advantage.
  • Curiosity in data mining.
  • Flexibility and agility in a fast-paced evolving environment.
  • High degree of organization, accuracy, and synthesis.
  • Experience and curiosity in Customer Experience Management.
  • Bachelor's degree in data analytics/business/science.
  • Specialization in health economics and/or statistical analyses, a plus.
  • Experience of 2-3 years.
  • Fluent in English.
  • Robust knowledge of Microsoft package.
  • Good written and verbal communication skills.
  • Ability to work under own motivation as well as part of a team.
  • Good interpersonal skills.
  • Ability to manage projects from beginning to end.
  • Ability to work under pressure to meet deadlines.
  • Willing and able to travel on occasion as needed.
Additional Notes
  • Indicate hybrid mode, 3 days in the respective office hub.
  • Open to any EMEA Hub (preference for Madrid, Voisin, or Galway).

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