Global Customer Experience Strategist

vor 2 Monaten

Wiesbaden, Hessen, Deutschland Abbott Vollzeit
About the Role

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. Our goal is to improve the lives of more than 3 billion people by decade's end – reaching 1 billion more than we do today, each year. Our 113,000 colleagues serve people in more than 160 countries.

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.
  • Facilitate workshops and discussions to engage stakeholders in improving the customer experience.
  • Work closely with Customer Engagement Directors based on journey maps and key metrics to drive insights and provide recommendations and action plans for enhancing customer satisfaction and loyalty.
Qualifications and 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.
  • Proficiency in relevant customer journey mapping tools and customer experience software.
  • Action and solution-oriented; self-driven, pro-active, and hands-on.
  • Strong analytical skills.
  • Demonstrates deep understanding of empathy along overall customer journey as well as specific touchpoints.
  • Team-player who enjoys taking on accountability and connecting with people in an international team.
  • Ability to work with cross-functional teams where sharing is caring attitude is a must.
  • Excellent communicator on all channels and presenter, with strong business acumen and friendly resilience.
  • Proven track-record in having supported the development and improvement of processes and quality along an omni-channel/digital retail customer journey.
  • Proven experience in test-and-learn methodologies and ability to document and quantify their effects.
  • Excellent communication skills in English and proficiency in a second language preferred but not a must.
  • Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours.
  • Travel up to 30% will be required.

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