Senior Director, Global Customer Experience

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Working at Abbott
 

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year

• An excellent retirement savings plan with high employer contribution

• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists

The Opportunity
 

Oversee the global customer experience (CX) vision, strategy, planning, insights and customer service operations and develop best-in-class customer experience standards in the division. As a senior member of the Abbott Diabetes Care (ADC) Global Strategic Marketing (GSM) leadership team reporting to the DVP Global Strategic Marketing, the Senior Director of Global of CX will identify and create global programs to improve customer experience and reduce costs. Develop and implement ADC’s global customer experience strategy to deliver a seamless customer experience across all stages and touchpoints in the customer journey leading to increased customer acquisition, retention, loyalty, and profitability. Lead and hold the organization accountable to a customer-centric culture. Drive standardization and harmonization of tools and processes globally (Global-Area-Country).

Business Outcomes:

• Fully integrated, responsive, omni-channel customer experience Center of Expertise for ADC.
• Continuously developing ADC CX organization with a strong, diverse talent pipeline.
• Strong customer-centric culture throughout Abbott Diabetes Care (ADC).
   

What You’ll Work On

• Set and lead the vision for customer experience at ADC, building enterprise-wide alignment in partnership with marketing, insights, commercial, and operations teams.
• Drive customer-centricity culture through brand, product, R&D, insights, and other functions by embedding empathy and a customer-first orientation throughout all ADC processes and ways of working (e.g., strategic planning, insights, business development, innovation, GTM, clinical, etc.).
• Develop and own customer experience strategy as a key lever to drive toward business objectives and brand priorities.
• Orchestrate the collaboration between CX and all other functions to provide a seamless customer experience across stages, channels, and touchpoints in the customer journey.
• Lead and optimize omni-channel customer experience design for the organization, including establishing CX design processes and cross-functional ways of working to achieve an integrated approach to design.
• Facilitate multidirectional communication between customer-facing teams and CX (e.g., collecting feedback to derive insights and inform CX improvements, guide the adoption of customer-centric attitudes during customer interactions, aligning brand with the overall CX strategy).
• Craft the learning agenda in partnership with GSM insights team to build and leverage deep customer understanding and intimacy in all strategic decision-making.
• Create and continuously evolve processes for monitoring and anticipating how customers perceive Abbott and Libre brand while driving higher customer satisfaction, NPS, customer retention, and new business growth.
• Create and implement a CX analytics strategy that ties business outcomes to customer outcomes.
• Partner with Insights to build a “real-time” view of customer needs, leveraging integrated insights that enable the organization to anticipate and respond to changes in customer expectations.
• Influence cross-functionally to proactively identify and resolve operational, ways of working, and collaboration challenges across the organization that compromise the customer experience.
• See across and ‘through’ a diversity of customer data types drawn from multiple sources to identify potential concerns and their respective solutions to deliver a best-in-class customer experience.
• Identify, measure, and track CX KPIs and share insights cross-functionally by demonstrating connections between those functions and CX (e.g., what CX metrics mean for sales, and how sales activities contribute to CX).
• Establish a rigorous model to evaluate CX maturity and performance at ADC.
• Influence cross-functionally (i.e., Sales, Marketing, etc.) to ensure customer-centricity throughout functional priorities/activities (CX mindset, ways of working) in accordance with the overall customer experience strategy.
• Create a heightened level of awareness of customer and employee experiences and needs across leadership.
• Lead and champion changes to cross-functional ways of working as required to continuously improve customer experience.
• Support with talent acquisition, coaching, mentoring and establishing training programs to meet customer experience requirements in different markets.

Key Business Challenges:

• Driving genuine customer-centricity in a results-oriented organization.
• Continuously improving enterprise-wide customer experience orientation to drive loyalty, engagement and customer lifetime value.
• Establishing data and analytics as a differentiator / CoE in a historically siloed organization.
• Developing integrated ways of working in a global cross-functional environment.
• Leading and influencing in a large matrix organization, identifying, and accessing the right stakeholders to solve issues and drive performance through continuous transformation.
• Difficulty of measuring CX (e.g., identifying appropriate measures, accessing data distributed across different platforms and ‘owned’ by different functions).

Minimum Qualifications

• Bachelor's degree in Information Technology, Integrated Marketing Communications or other business-related degrees.
• Minimum 15+ years of experience including leading global transformation, and/or technology or integrated marketing teams.
• Business-focused and committed to delivering clear business outcomes, a customer-focused acumen, and growth mindset.
• A collaborative working style and demonstrated ability to drive change with digital and customer service partners.
• Demonstrated creativity / innovation in finding ways to execute never-been-done-before ideas.
• Motivated with a can-do attitude, flexible, open with excellent executive-level presentation and communication skills.
• Effective influencing skills in environment where resources may not be in direct control of role.
• Demonstrated and passionate learning agility with a continuous improvement mindset.
• Thrives under pressure with tight deadlines on several initiatives simultaneously.
• Highly organized, focused and committed to achieving goals.
• Ability to work in a highly-matrix organization.

Preferred Qualifications 

• MBA or Advanced degree.
• Experience building products and/or marketing in a highly regulated industry.
   

APPLY NOW

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal

     

The base pay for this position is

$218,700.00 – $437,300.00

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Sales Support & Administration

     

DIVISION:

ADC Diabetes Care

        

LOCATION:

United States > Alameda : 2601 Harbor Bay Parkway

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 25 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Keyboard use (greater or equal to 50% of the workday)

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf