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:
As a key member of the Global Customer Experience team, you will play a critical role in shaping the customer experience strategy for Abbott's Diabetes Care division. With a focus on delivering exceptional customer experiences, you will work closely with cross-functional teams to identify opportunities for improvement and develop strategies to enhance customer satisfaction and loyalty.
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.
- 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 Global counterparts in Customer Experience, Product Development, and other departments to align strategies around customer journey insights.
- Establish KPIs and metrics to measure the impact of customer journey improvements globally.
- Facilitate workshops and discussions to engage stakeholders in improving the customer experience.
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.
- Proficiency in relevant customer journey mapping tools and customer experience software.
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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