At a Glance
- Tasks: Lead customer service transformation and optimise processes for enhanced satisfaction.
- Company: Join BD, a global leader in medical technology with a purpose-driven culture.
- Benefits: Competitive salary, comprehensive rewards, and opportunities for personal growth.
- Other info: Dynamic work environment with a focus on collaboration and continuous learning.
- Why this job: Make a real impact in healthcare by driving innovation and improving customer experiences.
- Qualifications: 5-7 years in customer service management with strong analytical and leadership skills.
We are the people who give possibilities purpose. BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
The EMEA QTC Process Lead, Customer Service oversees the end-to-end customer service process, ensuring high levels of customer satisfaction and compliance. The role involves driving transformation, resolving systemic issues, and continuously optimizing processes through innovation and cross-functional collaboration to enhance service quality.
Main Responsibilities Will Include:
- Oversee and own the end-to-end customer service process within the Quote-to-Cash (QtC) function, ensuring high levels of customer satisfaction while driving a shift toward a streamlined, digital-first, and customer-centric operating model.
- Lead continuous improvement initiatives, championing transformation through automation, AI-enabled solutions, and advanced analytics to reimagine processes and elevate service delivery.
- Proactively identify root causes of recurring issues and implement innovative, scalable, and sustainable solutions that eliminate issues at source.
- Design & manage escalation protocols, partnering cross-functionally to efficiently resolve complex or high-priority customer issues, and evolve issue management frameworks using predictive insights to prevent recurrence.
- Track and analyse Key Performance Indicators (KPIs), introducing forward-looking and insight-driven metrics that enable data-based decision-making and continuous optimization.
- Serve as the primary point of contact for customer service process-related issues within the QtC function, acting as a transformation partner to drive innovation across stakeholders.
- Collaborate with internal stakeholders to ensure seamless execution of processes, while influencing alignment on digital and transformation priorities across the QTC landscape.
- Define, implement and continuously refine customer service policies and procedures, embedding scalable, standardized, and future-ready governance frameworks.
- Stay updated on industry best practices and emerging trends, actively translating them into transformation ideas and actionable innovation initiatives within the QtC model.
Education And Experience:
- A minimum of a bachelor’s degree in business administration, Finance, Customer Service Management, or a related field is required.
- A master’s degree or relevant professional certifications in customer service or project management are highly desirable.
- 5-7 years of experience in customer service management, with a focus on processes and customer interactions including experience driving transformation, digitalization, or process innovation initiatives.
- Proven track record of managing and optimizing customer service processes in a global or large-scale organization.
- Strong ability to analyze data, identify trends, and excellent problem-solving skills, with the ability to leverage insights to drive transformation and strategic decision-making.
- Strong communication and interpersonal skills, with proven ability to influence and lead change in a matrixed, global environment.
- Demonstrated leadership and team management capabilities in a matrixed organization.
- Proficiency in project management methodologies and tools.
- Proven Lean Management skills with Lean Six Sigma certification a definite asset.
- Strong familiarity with ERP & CRM systems (e.g., Salesforce, SAP, Oracle) and other financial tools and technologies.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
EMEA QTC Process Innovation Lead, Customer Services in Winnersh employer: BD
BD is an exceptional employer that values professional development and offers a collaborative work culture, particularly in the vibrant regions of Birmingham, Wales, and the West Midlands. As a Field-Based Vascular Access Clinical Trainer, you will benefit from competitive salaries, bonuses, and comprehensive training opportunities, all while making a meaningful impact in healthcare through evidence-based practices. Join us to grow your career in a supportive environment that prioritises innovation and excellence in patient care.
StudySmarter Expert Advice🤫
We think this is how you could land EMEA QTC Process Innovation Lead, Customer Services in Winnersh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BD. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BD before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BD:Your cover letter is your chance to shine! Tell us why you want to work at BD specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BD!
How to prepare for a job interview at BD
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
