Customer Experience Lead — Lifecycle Growth

BD; Covington (GA); On-site; USD 140,000 - 180,000; Full time

Job summary

BD is seeking an Associate Director, Customer Experience to lead PureWick's end-to-end direct-to-consumer lifecycle, driving acquisition, conversion, retention, loyalty, and overall commercial performance.

Reporting to the Senior Director, US Home Care Marketing, you will partner with Marketing, Digital Marketing, Customer Service, Inside Sales, Nurse Support, Fulfillment, Finance, Analytics, Technology, Sales and Operations to craft and execute strategies that improve conversion and lifetime

Qualifications

• Bachelor's degree required; MBA or advanced degree preferred.
• 8+ years of progressive experience in customer experience, customer lifecycle management, commercial operations, marketing operations, business operations, or related disciplines.
• Demonstrated experience leading complex cross-functional initiatives within a matrixed organization.
• Experience managing customer journeys and driving improvements in conversion, retention, customer satisfaction, and business performance.
• Experience utilizing data, analytics, and customer insights to inform strategy and decision-making.
• Healthcare, medical device, consumer health, direct-to-consumer, subscription, or service-based business experience preferred.

Responsibilities

• Own the 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 and profitable growth.
• Partner with Marketing, Digital Marketing, and Analytics teams to identify opportunities to increase conversion rates, improve customer retention, and maximize customer lifetime value.
• Establish customer journey frameworks that reduce friction and improve overall customer satisfaction and engagement.
• Monitor and optimize performance across key customer lifecycle and commercial metrics.
• Lead cross-functional efforts to improve customer experiences across all customer-facing touchpoints.
• Partner with Customer Service, Inside Sales, Nurse Support, and Fulfillment teams to ensure operational excellence and service consistency.
• Identify opportunities to streamline processes, improve service levels, and reduce customer effort.
• Drive continuous improvement initiatives that enhance customer outcomes while improving operational efficiency.
• Establish governance and escalation processes to proactively identify and resolve customer experience issues.
• Own performance reporting and business reviews across the customer lifecycle.
• Develop KPI frameworks and dashboards that provide visibility into customer experience, conversion, retention, operational performance, and financial outcomes.
• Partner with Finance and Analytics to assess business performance, identify opportunities, and support forecasting activities.
• Monitor and manage commercial performance against business objectives and growth targets.
• Lead analysis and recommendations related to customer acquisition efficiency, retention trends, and customer profitability.
• Serve as a central connector across Marketing, Digital Marketing, Customer Service, Nurse Support, Inside Sales, Operations, Finance, and Technology teams.
• Establish operating rhythms and governance forums that drive accountability and alignment.
• Lead strategic initiatives that span multiple functions and require coordinated execution.
• Influence stakeholders across the organization to achieve shared customer and business goals.
• Support organizational efforts to scale customer-centric capabilities and operational excellence.
• Leverage customer insights, analytics, and operational data to identify growth opportunities and performance gaps.
• Partner with analytics and technology teams to improve measurement capabilities and decision-making processes.
• Drive a culture of continuous improvement through testing, optimization, and performance management.
• Utilize customer feedback and Voice of Customer insights to inform strategic priorities.
• Champion data-driven decision-making across the customer experience ecosystem.

Skills

Strategic thinking

Cross-functional leadership

Analytical skills

Executive communication

Change management

Education

Bachelor's degree

MBA or advanced degree

Job description

BD is seeking an Associate Director, Customer Experience to lead PureWick's end-to-end direct-to-consumer lifecycle, driving acquisition, conversion, retention, loyalty, and overall commercial performance.

Reporting to the Senior Director, US Home Care Marketing, you will partner with Marketing, Digital Marketing, Customer Service, Inside Sales, Nurse Support, Fulfillment, Finance, Analytics, Technology, Sales and Operations to craft and execute strategies that improve conversion and lifetime