Customer Excellence Manager (Customer Care), UK & Ireland in Hemel Hempstead

This job is with Boston Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

About The Role

The Customer Excellence Manager for the UK & Ireland plays a pivotal role in enabling Boston Scientific's mission to advance science for life. This leader ensures that every customer interaction embodies our commitment to Quality, Integrity, Collaboration, and Meaningful Innovation. The role drives the regional execution of our Customer Excellence strategy by elevating service performance, enhancing customer satisfaction, embedding Voice of Customer (VOC) insights, and championing a disciplined Customer Experience (CX) mindset across the UK & Ireland organisation. This full time permanent position is to be based from our office in Hemel Hempstead and offers weekly hybrid working (three days in the office, two days remote).

Your Responsibilities Will Include

• Leadership & People Development
  • Lead, motivate, and inspire the customer service team to deliver exceptional customer experiences.
  • Set clear team goals and KPIs aligned to service quality, accuracy, responsiveness, and customer satisfaction.
  • Recruit, train, onboard, and continuously develop customer service staff.
  • Instil a culture of accountability, collaboration, and continuous improvement.
  • Coach the team on service excellence, communication, and problem‑solving techniques.
• Customer Service Operations
  • Develop and implement customer service policies, procedures, and service standards.
  • Ensure accurate and timely execution of order management, fulfilment coordination, and inquiry handling.
  • Resolve complex customer complaints and escalated service issues.
  • Maintain strong service knowledge to support high‑quality customer interactions.
  • Coordinate with Supply Chain, Sales, Finance, Quality and other functions to resolve service‑related issues.
• Performance, Analytics & Reporting
  • Monitor, analyse, and report on customer service performance metrics.
  • Use VOC insights and customer data to identify trends and drive service improvements.
  • Report progress on customer satisfaction, service KPIs, and operational performance.
• Quality, Compliance & Customer Experience
  • Ensure adherence to Boston Scientific Quality Systems, SOPs, and regulatory requirements.
  • Support complaint investigations and corrective actions.
  • Lead CX and VOC initiatives within UK & Ireland, ensuring feedback drives measurable improvements.
  • Embed CX discipline, behaviours, and customer‑centric mindset across the Customer Care team.

What Are We Looking For In You

• 5+ years in Customer Care, Customer Service, Order Management, or Customer Operations leadership roles.
• Experience in MedTech, Life Sciences, or Pharma preferred.
• Strong leadership skills with demonstrated ability to lead, develop, and inspire high‑performing teams.
• Excellent problem‑solving and conflict‑resolution skills.
• Strong knowledge of CRM platforms (e.g., Salesforce) and as well as ERP systems (preferably SAP).
• Experience analysing customer data and implementing service improvements.
• Can manage high‑pressure situations and escalations with composure.
• Strong interpersonal, communication, and cross‑functional collaboration skills.
• Knowledge of customer service best practices and industry standards.

What We Can Offer To You

• Experience in a ground-breaking multinational company with attractive benefits.
• Upskilling.
• Mentoring.
• A company with a purposeful mission.
• A permanent position.
• Hybrid working.

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!