Head of Customer Experience & Lifecycle Growth

Becton Dickinson

Covington (GA)

On-site

USD 140,000 - 190,000

Full time

6 days ago

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Job summary

Becton Dickinson is seeking an Associate Director, Customer Experience to lead PureWick's direct-to-consumer lifecycle, aligning marketing, analytics, and operations to drive acquisition, conversion, retention, and loyalty. This role requires strategic vision and hands-on execution across multiple functions in a highly matrixed organization, with a focus on measurable commercial growth.

The ideal candidate will bring 8+ years in customer experience or related fields, strong analytical

Qualifications

Bachelor's degree required; MBA or advanced degree preferred.
8+ years of progressive experience in customer experience, lifecycle management, or related areas.
Experience leading complex cross-functional initiatives within a matrixed organization.

Responsibilities

Own end-to-end DTC lifecycle strategy across acquisition, conversion, onboarding, retention, and loyalty.
Partner with Marketing, Analytics to improve conversion and lifetime value.
Establish customer journey frameworks to reduce friction and improve satisfaction.
Monitor and optimize performance across key lifecycle and commercial metrics.
Lead cross-functional initiatives to improve customer experiences across touchpoints.
Develop KPI frameworks and dashboards for governance and reporting.