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:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

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.

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

• 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 salary for this role is between $156,400 and $312,800.

The Opportunity

The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. In order to be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott's channels.

Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. This position works in the Global Strategic Marketing, Diabetes Care organization. Abbott Diabetes Care, with revenue of >$4B in 2022, is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions including Diabetes. The Director, Global Customer Experience reports to the Divisional Vice President of Global Strategic Marketing. This critical role will shape the long-range strategy for Diabetes Care customer experience in partnership with the executive leadership team and functions including marketing, commercial, customer service, quality, IT, innovation, and development.

What You'll Work on

• Set the visions and direction for Abbott's customer experience with a focus on digital and go-to-market ecosystem
• Collaborate with the commercial, insights teams and other functional teams to create and establish a consistent customer journey and experience as a baseline for all teams
• Support the implementation of Abbott and FreeStyle brand strategy and information architecture, across markets
• Deliver enhanced fundamentals for technology tools across CRM, digital, web and drive marketing tech stack evolution, adoption and re-usability
• Regularly measure success of implementation through analysis and tracking of ambition, accomplishments, and business impact

Critical Success Indicators

• Ability to understand complex digital and service ecosystem across ADC and identify opportunities to build future state vision
• Ability to identify and evaluate unmet user needs across prioritized set of customer journeys, and then translate them into a prioritized set of functional requirements, based on a structured and data-driven framework
• Stakeholder management - support customer experience / digital marketing needs across multiple functions, commercial areas, and global marketing. Partner with functions to prioritize needs based on business impact
• Executive communication, verbal and written
• Knowledge of diabetes and/or health technology ecosystems (preferred)
• Demonstrated ability to both develop talent as a leader in an organization

Required Qualifications

• Bachelor's degree in Information Management, Information Technology, Integrated Marketing Communications or other like degrees
• Minimum 8+ years of experience including leading global transformation, and/or customer experience or integrated marketing team

Preferred Qualifications

• MBA or Advanced degree
• Experience building products and/or marketing in a highly regulated industry
• 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 communications 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
• Excellent presentation/communication skills, proactive and resourceful with "can do" attitude
• Highly organized, focused and committed to achieving goals

Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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 salary for this role is between:

$178,700 - $357,300

JOB FAMILY:

Sales Support & Administration

DIVISION:

ADC Diabetes Care

LOCATION:

United States > Alameda : 2601 Harbor Bay Parkway

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 15 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

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

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