Global Customer Experience Strategist
vor 4 Wochen
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 medical devices, diagnostics, nutrition, and branded generic medicines.
About the Position:
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. To be successful in this space, Abbott must create 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. With revenue of > $5B in 2023, it is a global leader in providing life-changing technology for the management and treatment of people living with chronic conditions, including diabetes.
Key Responsibilities:
- Conduct in-depth analysis to understand the commonalities and differences across unique customer journeys globally.
- Collect data and insights from various sources, including customer feedback, surveys, and analytics.
- Support the creation and refinement of customer personas representing the diverse customer segments globally in close collaboration with regional Customer Engagement Directors.
- Collaborate with Global Customer Experience and cross-functional teams to ensure alignment with customer experience strategies.
- Develop detailed customer journey maps for key segments, highlighting touchpoints, pain points, and opportunities for improvement.
- Identify and own critical moments of truth in the Global Customer journey.
- Work closely with the Customer Engagement Directors and Global Market Insights, ensuring Marketing, Sales, and other departments are aligned strategically to strong, focused insights coming from the deep understanding of and empathy with customer journey.
- Establish KPIs and metrics to measure the impact of customer journey improvements globally, continuously monitor and track progress, adjusting as needed.
Qualification & Skills:
- Post-graduate diploma or University degree and/or adequate degree; master's degree is a plus; MBA ideal.
- Business, Marketing, Psychology, Behavioural Sciences background, or an equivalent qualification.
- Years of experience in customer journey mapping, customer experience, or related roles.
- Previous experience in a customer-centric environment; professional experience in at least two different categories (three a plus), ideally one of which Mass-Market/FMCG.
- Digital Marketing and online/e-commerce experience a must, developing and improving acquisition and retention along an omni-channel/digital retail customer journey.
Working At Abbott:
At Abbott, you can have a good job that can grow into a great career. We offer:
- Training and career development, with onboarding programs for new employees and tuition assistance.
- Financial security through competitive compensation, incentives, and retirement plans.
- Health care and well-being programs including medical, dental, vision, wellness, and occupational health.
- Paid time off.
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