Voice of Customer (VoC) Lead - Europe

Boston Scientific Gruppe; Makkah Al Mukarramah; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

A leading global company in medical solutions is seeking a Voice of Customer (VOC) Lead for Europe to enhance customer satisfaction through data-driven insights and actionable recommendations. This key position involves analyzing customer feedback and collaborating with teams to drive improvements aligned with the organization’s growth goals. Candidates should possess strong analytical skills, proficiency in data analysis tools, and a proven track record in customer experience roles.

Qualifications

• Minimum of 5 years of experience in customer service roles.
• Demonstrated experience in customer experience or related role.
• Proficiency in data analysis and business intelligence tools.

Responsibilities

• Collect and analyze customer feedback from various channels.
• Develop and manage VoC programs and tools.
• Present findings and recommendations to senior management.

Skills

Data Analysis

Customer Experience Principles

Communication

Data Mining

Strategic Thinking

Education

Experience in Customer Care or related roles

Proficiency in data analysis tools

Tools

SQL

Python

R

Tableau

Power BI

Job description

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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 Overview & Purpose:

The Voice of Customer (VOC) Lead for Europe is a key driver of customer-centric initiatives across the region. This role involves collecting, analyzing, and leveraging customer feedback to enhance services and overall customer satisfaction. The VoC Lead champions the voice of the customer within the organization, ensuring feedback is heard, understood, and acted upon. You will understand complex customer problems, design data-driven recommendations and experiences, and work with cross-functional teams to implement customer-centric solutions. This role aims to improve customer experience, drive improvements of Customer effort score, satisfaction & NPS, and support the organization's growth objectives through actionable insights derived from comprehensive data analysis.

Responsibilities:

Collect and Analyze Feedback: Gather customer feedback from various channels, including surveys and customer service interactions.

Identify Trends and Insights: Analyze VOC & Customer Contact data to find trends, patterns, and actionable insights for service improvements.

Measure and drive increased usage of current VOC systems and tools

Collaborate with Teams: Work with different functions to ensure customer feedback leads to actionable improvements and ensure that these improvements are communicated back to the customer.

Develop VoC Programs: Create and manage VoC programs, surveys, and tools to continuously capture and analyze feedback.

Champion Customer Experience: Advocate for customer experience best practices within the organization.

Present Findings: Prepare and present reports and recommendations to senior management based on customer insights.

Regional Focus, Tailor VoC initiatives to meet the specific needs of customers across Europe.

Generate Insights: Extract meaningful insights from large and complex datasets and systems

Drive Customer Improvement Actions and measure the related impact on customer and the business metrics.

Skills and Capabilities:

Strong Data and Analytical Skills: Ability to analyze large sets of data to derive actionable insights.

Proficiency in Data Modeling and Business Intelligence Tools: Experience with data modeling, business intelligence tools, and VoC customer tools.

Excellent Communication and Presentation Abilities: Strong verbal and written communication skills to effectively present findings and recommendations.

Customer Experience Principles: Strong understanding of customer experiences principles, techniques and best practices.

Strategic Thinking: Ability to think strategically and align VoC initiatives with organizational goals.

High Degree of Organization: Strong organizational skills, accuracy, and synthesis.

Curiosity in Data Mining: Interest in data mining and statistical analysis.

Qualifications:

Minimum of 5 years of experience in a customer Care, Customer Service, Supply chain or related Roles

Demonstrated experience in customer experience, VOC or related role.

Experience working in a regional role is preferred.

Proficiency in data analysis tools (e.g., SQL, Python, R) and business intelligence platforms (e.g., Tableau, Power BI,..) is preferred

Familiarity with customer Centricity, VoC tools and methodologies.

Location:

This role is based in Europe and may require occasional travel within the region.

Any EMEA Hub location is acceptable, but Voisin le Bretonneux, France is preferred.

Hybrid mode: 3 days in the respective office hub.

Requisition ID:608762

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!

Job Segment: Data Mining, Statistics, Supply Chain, Data Modeler, Business Intelligence, Technology, Data, Operations

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