Overview
In this senior, individual-contributor role you drive customer experience improvements for the EMEA Service & Repair Customer Care. You’ll leverage feedback, data, and journey insights to boost satisfaction, optimize service delivery, and support digital transformation. You’ll collaborate across countries and functions to shape priorities and deliver measurable impact. This is a mission-driven opportunity to elevate patient-facing services while advancing a customer-centric culture at Medtronic.
Responsabilità
- Lead EMEA CX programs (NPS and VoC) for Service & Repair Customer Care
- Analyze feedback, journey data, complaints, and performance metrics to find root causes and opportunities
- Translate insights into regional and local priorities, action plans, and measurable outcomes
- Coordinate cross-functional improvement initiatives with clear ownership and governance
- Measure and communicate impact through dashboards and executive reporting
- Represent Customer Care in regional CX forums to inform broader priorities
- Partner with digital teams to boost adoption of customer-facing tools and self-service solutions
- Foster a customer-centric culture by sharing best practices and coaching teams on continuous improvement
Requisiti fondamentali
- Bachelor's or advanced degree
- Fluent English
- Experience in Customer Experience, Customer Care, Service Operations, Continuous Improvement, or related field
- Leading CX, NPS, VoC, or journey improvement programs across multiple teams or markets
- Analysing customer and operational data to derive actionable insights and improvements
- Leading cross-functional initiatives and influencing without direct authority
- Applying structured problem-solving, root-cause analysis, project management, and change management
- Developing executive-level reports, presentations, and dashboards
- cross-functional collaboration
📌 Principal Customer Experience Specialist (Cremona)
🏢 Medtronic
📍 Cremona
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