BD
EMEA QTC Process Innovation Lead, Customer Services
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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.
Job Description
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.
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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.
Why Join Us?
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.
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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.
To learn more about BD visit https://bd.com/careers.
Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally protected characteristics.
Required Skills
Optional Skills
Primary Work Location
ESP Barcelona
Additional Locations
ESP San Agustin del Guadalix, GBR Winnersh - Eskdale Road, POL Wroclaw - Legnicka
Work Shift
At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."
Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.
Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.
Salary Range Information
€80,900.00 - €129,425.00 EUR Annual
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