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

As part of the Global Customer Services (GCS) organization, the Voicebot Adoption & Customer Experience Specialist is responsible for driving the continuous improvement of AI-powered customer interactions and self-service solutions.

The role is focused on:

Analyzing customer calls, transcripts, and customer contact drivers to understand customer needs and identify automation opportunities.
Designing, testing, and optimizing voicebot scenarios to improve customer experience and operational efficiency.
Acting as the link between customers, business stakeholders, and technical teams to ensure customer requirements are reflected in voicebot development.
Gathering and evaluating customer feedback and translating insights into service improvements.
Supporting the adoption and continuous improvement of AI-driven solutions within the Service Desk environment.
Collaborating with AILA stakeholders to provide user feedback and support knowledge management initiatives.

Voicebot Development & Optimization

• Analyze customer journeys and contact reasons to identify opportunities for automation.
• Design, build, test, and optimize voicebot conversation flows and customer interaction scenarios.
• Review voicebot performance and recommend improvements based on customer behavior and operational data.
• Support implementation of new AI functionalities and customer self-service capabilities.
• Work closely with internal stakeholders and technical teams to ensure successful delivery of voicebot initiatives.

Customer Analytics & Insights

• Analyze customer calls, transcripts, feedback, and service trends.
• Identify recurring customer issues, process gaps, and improvement opportunities.
• Use data-driven insights to recommend service enhancements and automation opportunities.
• Prepare reports and presentations on customer experience and voicebot performance.

Customer Engagement & Feedback

• Collect customer feedback through surveys, workshops, interviews, and direct interactions.
• Act as a customer advocate for AI and automation initiatives.
• Ensure customer expectations and business needs are incorporated into voicebot development.
• Promote a customer-centric approach across service improvement activities.

Continuous Improvement

• Monitor Voicebot KPIs and customer satisfaction metrics.
• Identify opportunities to improve customer experience, operational efficiency, and self-service adoption.
• Support continuous improvement projects within the Service Desk organization.
• Collaborate with AILA stakeholders to review user feedback and support knowledge-sharing initiatives.

Voicebot Development & Optimization

• Analyze customer journeys and contact reasons to identify opportunities for automation.
• Design, build, test, and optimize voicebot conversation flows and customer interaction scenarios.
• Review voicebot performance and recommend improvements based on customer behavior and operational data.
• Support implementation of new AI functionalities and customer self-service capabilities.
• Work closely with internal stakeholders and technical teams to ensure successful delivery of voicebot initiatives.

Customer Analytics & Insights

• Analyze customer calls, transcripts, feedback, and service trends.
• Identify recurring customer issues, process gaps, and improvement opportunities.
• Use data-driven insights to recommend service enhancements and automation opportunities.
• Prepare reports and presentations on customer experience and voicebot performance.

Customer Engagement & Feedback

• Collect customer feedback through surveys, workshops, interviews, and direct interactions.
• Act as a customer advocate for AI and automation initiatives.
• Ensure customer expectations and business needs are incorporated into voicebot development.
• Promote a customer-centric approach across service improvement activities.

Continuous Improvement

• Monitor Voicebot KPIs and customer satisfaction metrics.
• Identify opportunities to improve customer experience, operational efficiency, and self-service adoption.
• Support continuous improvement projects within the Service Desk organization.
• Collaborate with AILA stakeholders to review user feedback and support knowledge-sharing initiatives.

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.

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.

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Optional Skills

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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.

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