Senior Director, Global Customer Experience

Responsibilities

• Oversee the global customer experience (CX) vision, strategy, and operations for the Abbott Diabetes Care division
• Develop and implement a global CX strategy to drive customer acquisition, retention, loyalty, and profitability
• Lead the orchestration of omni-channel customer experience design across all stages and touchpoints in the customer journey
• Drive a customer-centric culture by embedding empathy and customer-first orientation across marketing, R&D, and operations
• Establish a CX analytics strategy to tie business outcomes to customer outcomes and monitor KPIs like NPS and customer satisfaction
• Partner with insights teams to build a real-time view of customer needs and anticipate changes in expectations
• Influence cross-functional stakeholders in a highly-matrixed environment to resolve operational challenges and harmonize global processes
• Support talent acquisition, coaching, and mentoring to build a strong, diverse CX talent pipeline

Requirements

• Bachelor's degree in Information Technology, Integrated Marketing Communications, or a related business field
• 15+ years of experience, including leadership roles in global transformation, technology, or integrated marketing
• Proven experience leading large-scale, integrated marketing or technology teams
• Strong executive-level communication and presentation skills
• Demonstrated ability to influence and drive change within a highly-matrixed organization
• Ability to thrive under pressure and manage multiple complex initiatives simultaneously

Preferred Qualifications

• MBA or an advanced professional degree
• Experience building products or managing marketing within a highly regulated industry

Benefits

• Career development opportunities within a leading international healthcare company
• Comprehensive medical coverage through the Health Investment Plan (HIP) PPO plan
• Excellent retirement savings plan with high employer contributions
• Tuition reimbursement and specialized student debt and education programs
• A diverse and inclusive work environment recognized by Fortune as a top company

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 diagnostics, medical devices, nutritionals, and branded generic medicines. With over 115,000 colleagues serving people in more than 160 countries, we are dedicated to advancing innovative technologies that help people manage and treat life's greatest health challenges.