Associate Director, Customer Experience

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 Associate Director, Customer Experience provides strategic leadership for PureWick's end-to-end direct-to-consumer customer lifecycle, with responsibility for driving customer acquisition, conversion, retention, loyalty, and overall commercial performance.

Reporting within the US Home Care Marketing organization, this leader is responsible for developing and executing commercial strategies that optimize the customer lifecycle while partnering closely with Marketing, Digital Marketing, Customer Service, Inside Sales, Nurse Support, Fulfillment, Finance, Analytics, Technology, Sales, and Operations. The role combines customer experience leadership with commercial operations, performance management, and continuous improvement to deliver measurable business outcomes.

Success in this role will be defined by improving customer conversion, strengthening retention and lifetime value, optimizing operational performance, and establishing the governance, analytics, and operating rhythm necessary to support sustainable commercial growth.

Reporting to the Senior Director, US Home Care Marketing, the Associate Director, Customer Experience will provide strategic and operational leadership across PureWick's direct-to-consumer customer lifecycle. This highly visible leader will be accountable for optimizing customer acquisition, conversion, retention, loyalty, service excellence, and overall commercial performance while ensuring a seamless customer experience from lead generation through order fulfillment.

Operating within a highly matrixed commercial organization, this leader will oversee a broad portfolio spanning customer experience, marketing operations, analytics, outsourced contact center operations, inside sales, customer service, nurse support, fulfillment, finance, and technology. Success will require balancing long-term strategy with disciplined commercial and operational execution while driving alignment across multiple internal functions and external partners.

The role carries significant accountability through influence. The successful leader will establish performance management disciplines, governance processes, operational rhythms, and KPI frameworks that improve customer outcomes while enabling scalable commercial growth. This individual will be expected to connect strategy with execution, identify opportunities for continuous improvement, and align cross-functional stakeholders around shared business objectives.

Customer Lifecycle Strategy & Performance

• →Own the end-to-end DTC customer lifecycle strategy across acquisition, conversion, onboarding, retention, loyalty, and advocacy.
• →Develop and execute initiatives that improve customer experience while driving commercial outcomes and profitable growth.
• →Partner with Marketing, Digital Marketing, and Analytics teams to identify opportunities to increase conversion rates, improve customer retention, and maximize customer lifetime value.
• →Establish customer journey frameworks that reduce friction and improve overall customer satisfaction and engagement.
• →Monitor and optimize performance across key customer lifecycle and commercial metrics.

Education & Experience

• Bachelor's degree required; MBA or advanced degree preferred.
• 8+ years of progressive experience in customer experience, customer lifecycle management, commercial operations, marketing operations, business operations, or related disciplines.
• Demonstrated experience leading complex cross-functional initiatives within a matrixed organization.
• Experience managing customer journeys and driving improvements in conversion, retention, customer satisfaction, and business performance.
• Experience utilizing data, analytics, and customer insights to inform strategy and decision-making.
• Healthcare, medical device, consumer health, direct-to-consumer, subscription, or service-based business experience preferred.

Success in this role will be measured through:

• Improved lead-to-order conversion rates.
• Increased customer retention and repeat order rates.
• Growth in customer lifetime value.
• Improvements in customer satisfaction and service performance metrics.
• Enhanced operational efficiency and process effectiveness.
• Delivery of cross-functional strategic initiatives.
• Adoption of governance, KPI, and performance management frameworks.
• Contribution to overall PureWick revenue growth and commercial performance.

This role is designed to serve as the connective tissue across the PureWick customer ecosystem, ensuring that strategy, operations, customer experience, and commercial performance work together to drive sustainable growth and create a best-in-class customer journey.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.