Strategy Group Manager - Customer Experience

About the Role

Key Responsibilities

• Manage and evolve Cx strategy priorities aligned to corporate and business unit goals.
• Identify and deliver a roadmap of Cx programs and use cases with measurable business impact.
• Manage professional employees to drive strategic advances in customer activation.
• Set Cx strategy team priorities and allocate resources to the most impactful areas along the roadmap.
• Manage new and existing operating models to monitor performance and impact of Cx initiatives, and lead change management through engagement with functional and divisional leadership forums.
• Manage a team to evaluate divisional readiness and commercial maturity across key areas.
• Identify capability gaps and partner with enablement and training teams to close them.
• Work closely with divisional cross-functional teams to identify business priorities, understand customer and business insights to inform Cx business cases, and remove friction in program execution.
• Serve as the strategic liaison for all corporate Cx initiatives and governance.

Requirements

• Bachelor's degree in Marketing, Business, or a related field.
• 7+ years of relevant experience in marketing, customer experience, or commercial strategy, with experience in the medical device or a similarly regulated industry (healthcare-related preferred).
• Proven ability to drive customer-focused strategies and initiatives that align with broader business objectives.
• Demonstrated experience achieving results within a highly matrixed organization.
• Strong communication, collaboration, and stakeholder engagement skills, with the ability to lead and support diverse teams.
• Insight-driven and innovative thinker who is solution-oriented and effective in navigating ambiguous situations.
• Strong project management skills, with the ability to oversee multiple large-scale initiatives and lead cross-functional teams in dynamic environments.

Nice to Have

• Experience leading high-functional marketing teams.
• Product Marketing experience in a medical device company.
• MBA or other relevant advanced degree.

Qualifications

• Educational background as specified in requirements.
• Relevant certifications or licensure as applicable.

Benefits & Perks

• Compensation range from $103,700 to $197,000, commensurate with experience.
• Core and optional employee benefits (details at www.bscbenefitsconnect.com).
• Potential variable compensation including annual bonus and long-term incentives.
• Hybrid work model requiring on-site presence at least three days per week.