Director of Insights and Experience Design: Abbott LINGO Biowearables

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 113,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

The Opportunity

Abbott has a rich history of developing cutting edge technologies that enable consumers to monitor and manage their health and wellbeing. We are now embarking on an exciting next gen new venture of Biowearables that will build on that heritage and take it farther - leveraging biomarkers to provide wearers insights into their physical and mental state, ultimately driving to greater performance. The Lingo Biowearables business is the face and the future of the organization.

What you do:

The Lingo Insights and Experience Design Director is at the forefront of shaping the way we do business. You help the product teams frame their priorities and initiatives through the perspective of our customers' needs and challenges. Utilizing your expertise in Design Thinking, you represent the customer in all areas of the Lingo products and services, by listening to them through in-depth research and voice of the customer process and solving for them through bold visions and experience innovation.

You will work closely with the Head of Product in shaping the customer experience vision and strategy across the Lingo products and services. As we deploy agile squads across product development, you will collaborate with the Product and Design teams to ensure implementation of the customer experience insights, vision and strategy. You will lead a network of experts and agencies to deliver customer insights and feature and services innovation that are actionable for the Product Owners.

You have experience running a team/network of customer experience insights experts in a fast-changing consumer tech environment.

Key responsibilities and accountability

• Lead customer research, synthesis, ideation, design, and testing of digital and service experiences, adopting and promoting a test-and-learn approach to solution development, from ideation to rollout
• Deeply understand key moments in the customer experience journey, and translate research and data into personas, journey maps, service-design blueprints, customer strategy and vision, ideal-state roadmaps, and feature and services innovation concepts
• Collaborate and brainstorm with cross-functional teams (including product owners, designers, engineers, marketing, clinical and other subject matter experts) while representing the customer and promoting a customer-driven mindset with a relentless focus on solving pain points and offering moments of delight
• Lead and participate in cross-functional ideation sessions for solving key customer pain points
• Define key customer-benefit metrics and measurement plans to define what success looks like and ensure experiences deliver on the benefits
• Build a learning plan of rapid experimentation to validate which ideas best meet the customer needs and benefits; monitor customer-benefit metrics and qualitative customer feedback and build improvements back into the customer experience
• Monitor customer, competitor and industry trends to identify new customer experience innovation opportunities
• Participate in our agile product development environment, including contributing to relevant ceremonies and processes
• Lead a team of internal and external experts providing relevant insights into customer journey

Pivotal experience and expertise

• 7+ years' experience, including at least 3+ years of managing high performing teams
• Creative thinking mindset in fast-evolving technology environments
• Relevant track record in utilizing design thinking and delivering customer-centric experience innovation that have fed into building a new products and services
• Strong understanding of customer insights, empathy/usability, behavioral science and test-and-learn processes
• Prior experience in startups with extensive interaction with product and marketing teams
• A bachelor's or higher degree in arts, education, languages, sociology, psychology or any related fields
• A master's degree is highly desirable
• International experience preferred
• Remote staff management

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:

N/A

JOB FAMILY:

Product Management

DIVISION:

ADC Diabetes Care

LOCATION:

United States > Alameda : 1360-1380 South Loop Road

ADDITIONAL LOCATIONS:

United States > Austin : 8701 Bee Caves Rd, United States > Bend : 1000 SW Emkay Drive, United States > Orlando : University Park Building, United States > Santa Clara : 4551 Great America Parkway

WORK SHIFT:

Standard

TRAVEL:

Yes, 25 % of the Time

MEDICAL SURVEILLANCE:

Yes

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