Customer Experience Growth Leader (Lifecycle)

bdx; Covington (GA); On-site; USD 140,000 - 170,000; Full time

Job summary

BD is seeking an Associate Director, Customer Experience to lead PureWick’s direct-to-consumer lifecycle, driving acquisition, conversion, retention, and loyalty. This role partners with Marketing, Analytics, and Operations to deliver measurable commercial outcomes and superior customer journeys.

The ideal candidate has 8+ years in customer experience or related fields, a Bachelor’s, and preferably an MBA, with strong cross-functional leadership in a matrixed healthcare-adjacent business.

Qualifications

• Bachelor's degree required; MBA or advanced degree preferred.
• 8+ years of progressive experience in customer experience, lifecycle management, or related fields.
• Experience leading complex cross-functional initiatives in a matrixed organization.
• Experience driving improvements in conversion, retention, and business performance.
• Healthcare, medical device, direct-to-consumer, or service-based business experience preferred.

Responsibilities

• Own end-to-end DTC customer lifecycle strategy across acquisition, conversion, onboarding, retention, loyalty, and advocacy.
• Develop and execute initiatives that improve customer experience while driving commercial outcomes.
• Partner with Marketing, Digital Marketing, and Analytics to increase conversion and lifetime value.
• Establish customer journey frameworks to reduce friction and improve satisfaction.
• Monitor and optimize performance across lifecycle and commercial metrics.
• Lead cross-functional efforts to improve customer experiences across all touchpoints.
• Identify opportunities to streamline processes and improve service levels.
• Drive continuous improvement initiatives to enhance outcomes and efficiency.
• Establish governance and escalation processes for customer experience issues.
• Own performance reporting and business reviews across the customer lifecycle.
• Develop KPI frameworks and dashboards for visibility into customer experience, conversion, retention, and financial outcomes.
• Partner with Finance and Analytics to assess performance and support forecasting.
• Monitor and manage performance against growth targets.
• Lead analysis for customer acquisition efficiency and retention trends.

Skills

Strategic leadership

Cross-functional leadership

Customer lifecycle management

Performance management

Analytics & data-driven decisions

Education

Bachelor's degree

MBA or advanced degree preferred

Tools

CRM systems

Data analytics platforms

Job description

BD is seeking an Associate Director, Customer Experience to lead PureWick’s direct-to-consumer lifecycle, driving acquisition, conversion, retention, and loyalty. This role partners with Marketing, Analytics, and Operations to deliver measurable commercial outcomes and superior customer journeys.

The ideal candidate has 8+ years in customer experience or related fields, a Bachelor’s, and preferably an MBA, with strong cross-functional leadership in a matrixed healthcare-adjacent business.