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:

Abbott Point of Care develops, manufactures and markets critical medical diagnostic and data management products for rapid blood analysis. The i-STAT System is an advanced, portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making. The i-STAT System has the industry's most comprehensive menu of tests in a single, with-patient platform, including tests for blood gases, electrolytes, chemistries, coagulation, hematology, glucose, and cardiac markers.

Job Summary

The Director, Global Customer Experience will oversee the global customer experience strategy and planning, insights, and operations and develop best-in-class customer experience standards in the division. S/he will identify and create global programs to improve customer experience while optimizing resource allocation and reducing costs. S/he will also serve as the process advocate and help drive organizational alignment with cross-functional process improvements by fostering awareness, visibility, and process discipline throughout the organization. In addition, s/he will be accountable for all aspects of the Technical Service, Customer Success, and Customer Digital Solutions teams. This position will report into the Senior Director of Global Commercial Operations, and work collaboratively and cross-functionally with APOC Commercial teams, Supply Chain, Global Strategic Marketing, R&D, Quality, IBP, etc.

Job Location

This position is location at Abbott Point of Care (APOC) Global Headquarters in Princeton, NJ.

Position Responsibilities

• Define global customer experience strategy and set the vision of global customer experience organization.
• Create and update global customer experience process and systems roadmap and tactical plan that prioritizes projects / initiatives and achieves cross-functional alignment to ensure execution.
• Manage end-to-end survey mechanism to measure NPS (Net Promoter Score), along with other channels to collect and summarize customer feedback and extract insights, recommend solutions, create processes to enable actions upon customer feedback, improve global NPS and ultimately enhance customer satisfaction and drive loyalty
• Develop customer insights and present to senior leadership
• Collaborate with peer leaders across Abbott business units
• Stay current on market trends and industry best practices; incorporate as applicable to drive maximum utilization of products and services.
• Anticipate and understand key challenges and opportunities globally within customer service, identify the root causes and develop plan to address with the global customer experience leadership team.
• Develop service and support programs to meet evolving customer needs and support new product launches
• Demonstrate effective change leadership and build strategic partnerships to further departmental and organizational objectives. Interact internally and externally with executive level management, customers, vendors and/or suppliers.
• Evaluate customer service operational and technological improvement opportunities, identify solutions (e.g. Telephony, Knowledge Management, Customer Experience/Success, etc.), prepare business case, present preferred options, gain alignment from global customer experience leadership, and implement solutions to enhance performance
• Accountable for all aspects of Technical Service (e.g. customer inquiries, complaints and escalations, appropriate documentations for quality record keeping, product/technical training to international distributors), Customer Success (e.g. differential offerings to enhance customer experiences) and Digital Solutions team performance
• Provide global guidance and coaching, facilitate experience sharing / exchange across the globe to enhance customer experience.

Education Requirements

• Bachelor's degree
• MBA preferred

The salary for this role is between:

N/A

JOB FAMILY:

Sales Support & Administration

DIVISION:

APOC Point of Care

LOCATION:

United States > Princeton : 2 Research Way

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), 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

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