Director, Global Customer Experience

Increase your chances of an interview by reading the following overview of this role before making an application.

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 114,000 colleagues serve people in more than 160 countries.

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 Savestudent debt program and FreeUeducation 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

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.

Job Summary

The Director of Global Customer Experience will oversee customer experience planning, customer insights, operations, and improvements to develop, evolve, and sustain best-in-class customer experience standards at Abbott Point of Care.

As we enter an exciting phase of innovation launches, s / he will identify customer needs and pain points, champion and create global programs to enhance customer experience while optimizing resource allocation.

S / he will also serve as the process advocate, driving organizational alignment and change management through cross-functional process improvements by fostering awareness, visibility, and process discipline throughout the organization.

Job Location

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

Position Responsibilities

• Drive the customer journey to ensure a consistent experience across all touchpoints.
• Define the global customer experience strategy and set the vision for the global customer experience organization.
• Present regularly to senior leadership and champion cross-functional changes and improvements.
• Demonstrate effective change leadership and build strategic partnerships to further departmental and organizational objectives.
• Provide global guidance and coaching, facilitating experience sharing and exchange across the globe to enhance customer experience.
• Collaborate with peer leaders across Abbott business units.
• Stay current on market trends and industry best practices; incorporate these to drive maximum utilization of products and services.
• Accountable for all aspects of Technical Service, Customer Success, and Digital Solutions team performance.
• Evaluate customer service operational, process and technological improvement opportunities, identify solutions, prepare business cases, present preferred options, gain alignment, and implement solutions.
• Develop service and support programs to meet evolving customer needs and support new product launches.
• Create and update the global customer experience process and systems roadmap and tactical plan.

Education Requirements

• Bachelor’s degree
• MBA preferred

Experience / Background Requirements

• 10+ years applicable business experience
• 5+ years management experience
• Passion for customer experience
• Proven ability to challenge the status quo
• Strong leadership, communication, and program management skills
• Success in streamlining and improving processes and systems
• Ability to manage by influence
• Excellent collaboration skills
• Ability to balance competing priorities

APPLY NOW :

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.

The base pay for this position is $143,300.00 $286,700.00. In specific locations, the pay range may vary from the range posted.

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