Associate Director, Customer Experience

Becton Dickinson & Co

Becton Dickinson seeks an Associate Director to lead PureWick's direct-to-consumer customer experience strategy and commercial performance. The role combines customer lifecycle management with cross-functional operational leadership, reporting to the Senior Director of US Home Care Marketing.

Responsibilities

Develop and execute end-to-end customer lifecycle strategy across acquisition, conversion, retention, and loyalty
Lead cross-functional teams to optimize customer experience and operational efficiency across all touchpoints
Establish performance dashboards, KPI frameworks, and governance processes for commercial accountability
Partner with marketing, analytics, and operations to identify growth opportunities and resolve performance gaps
Drive continuous improvement initiatives through testing, data analysis, and Voice of Customer insights

Requirements

Strategic leadership experience managing complex customer lifecycle initiatives
Proven ability to drive cross-functional alignment across matrixed organizations
Experience with performance analytics, KPI development, and commercial metrics
Background in direct-to-consumer, customer service, or marketing operations
Demonstrated success improving customer conversion, retention, and lifetime value
Data-driven decision-making and continuous improvement mindset

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Vacancy posted 5 days ago

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