Digital Insights and Analytics Senior Manager

Responsibilities

• Own and evolve the enterprise Customer Experience Index (CEI), including methodology, governance, and reporting
• Drive adoption of standardized CX metrics and measurement frameworks across business units and channels
• Design and operationalize a closed-loop Voice of Customer (VoC) program
• Lead end-to-end customer journey mapping to identify friction points and moments that matter
• Apply advanced analytics, AI, and predictive modeling to anticipate customer needs and personalize experiences
• Partner cross-functionally to define, execute, and measure the impact of experience enhancements
• Influence stakeholders and drive adoption of CX best practices across the enterprise

Requirements

• Bachelor’s degree in Marketing, Business Analytics, or a related field
• 10+ years of experience in Customer Experience (CX), analytics, digital marketing, or consulting
• 4+ years of leadership experience managing teams or driving enterprise initiatives
• Proven experience implementing CX measurement frameworks such as CXI, NPS, or CSAT at scale
• Experience designing and managing Voice of Customer programs and closed-loop feedback systems
• Strong expertise in customer journey mapping, service design, and friction point analysis
• Proficiency with analytics and marketing tools, including Google Analytics and marketing automation platforms

Preferred Qualifications

• Advanced degree (MBA or Master’s) in a relevant field
• Experience applying AI, machine learning, or predictive analytics to CX optimization
• Background working in complex, matrixed, or global organizations
• Familiarity with digital transformation initiatives and omnichannel engagement strategies
• Strong change management experience driving cross-functional alignment

Benefits

• Career development opportunities within an international company
• Free medical coverage for employees via the Health Investment Plan (HIP) PPO
• Excellent retirement savings plan with high employer contribution
• Tuition reimbursement and specialized student debt/education programs

About the Company

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.