Job Description Summary

　　As the Reporting & Analytics Manager you will design, establish and lead the delivery of best-in-class customer experience strategies. Overseeing the collection, analysis, interpretation and reporting of customer metrics, to unpack substantial insights (difficulties and opportunities). You will work with all GCS platforms to develop a plan-do-check-act methodology across the organisation.

　　As part of our Global Customer Services (GCS) International department, you will lead the Customer Experience reporting and high-level system metrics.

　　Job Description

　　We are the makers of possible

　　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.

　　Why join us?

　　A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

　　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 health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

　　Become a maker of possible with us!

　　Main responsibilities will include:

　　Collaborate with cross-functional teams to understand business needs and requirements for reporting and analysis.Work with Business & IT teams to implement new system requirements & to manage regional extension of existing system capabilities.Lead customer feedback strategies to uncover insights and develop and coordinate service improvements with senior leadership across all GCS International platforms.Identify and design new Customer experience measurement tools and processes.Manage Leadership team reporting on high-level system and business metrics.Manage training program for GCS International associates to use corporate reporting tools (Power BI).Ownership of GCS International Leadership Team reporting requirementsMonthly Leadership Report and Ad-hoc LT Reporting requirementsManage the various Customer experience reporting KPIs, Overall Satisfaction (OSAT), Customer Effort Score (CES), Net Promoter Score (NPS)Draw insights and recommendations through analysis of quantitative data. Working with the Service Operations team, establish a positive feedback loop to drive service improvements.Develop excellent working relationship with the Country Service Leaders and the broader MMS Support teams to maintain an understanding of the developing business requirements.

　　About you

　　5+ years' experience in a similar role in a regulated industry.Customer experience data collection strategies & improvements, and the use and management of IT systems. Experience in Power BI development highly desired.Experience collaborating with business and IT departments to develop new Customer Experience solutions.Experience in business process support.Experience in working in a multi-cultural environment and matrix organisation.Hands on approach understanding the Service operations.Ability to prioritise issues based on business impact.Pro-active; hard-working and results orientated.Ability to lead change and deal with associated challenging behaviours.Flexible attitude and ability to handle changing priorities.Excellent Presentation skills.Confident, articulate and professional speaking abilitiesAdvanced skills in MS Office applications in particular Excel, Work & Power PointFluent in English, both oral and written.

　　Click on apply if this sounds like you!

　　Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

　　To learn more about BD visit: https://bd.com/careers

　　Primary Work Location

　　GBR Winnersh - Eskdale Road

　　Additional Locations

　　AUT Vienna - Handelskai

　　Work Shift