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Director Global Operational Data
vor 4 Monaten
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.
About the Position: This role can be based in Wiesbaden (Germany) or Alameda (California, US)
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. In order to be successful in this space, it is imperative Abbott creates 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, is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions including Diabetes.
The Director Global Operational Data & Insight Lead leads the Customer Data Analytics and Insights function within Global Customer Experience (GCX) . GCX is a global service organization responsible for the global Customer Experience vision, strategy, and execution of scalable solutions as well as sharing & implementation of customer engagement best practices across the globe. The goal of GCX is a unified, consistent, and best-in-class customer experience. This role will be responsible for unifying and harmonizing service operations and voice of customer data across the globe to be able to present a unified view into our customers. This role will report to the DVP, Global Customer Experience and lead a team of data analysts to solve strategic questions which will guide the development of Experience Innovation solutions and the measurement of their success in driving intended customer outcomes.
Key Responsibilities
Unify and harmonize customer data across functions within GCX/ Commercial and build pipelines into cross functional teams for effective and efficient sharing of data and insights to instrument business decisions. Establish framework for success criteria around innovation effectiveness to continuously assess ability to influence desired customer outcomes and aid with rapid prototyping, testing and learning. Create data-driven stories that address strategic business questions, supported by strong analytical skills with a solid foundation in programming (e.g., SQL, Python), database environment. Work cross-functionally to design systems that will support deep analysis. Define and implement a clear data science and analytics roadmap for Global Customer Experience, with proven ability to influence cross-functionally in order to materially impact the business. Design, create, test, and implement complex models and algorithms that drive analytical solutions starting with GCX and throughout the organization. Conduct advanced statistical and other analysis to provide actionable insights, identify trends, and measure performance. Collaborate with technical translators and understand business opportunities to implement scalable and sustainable solutions and services. Collaborate with cross-functional partners to develop novel ways of meeting business objectives utilizing cutting-edge technologies and tools and disseminate best practices. Stay abreast of developments at the intersection of data science, technology, and business relevant to the company and drive business innovation through analytics. Effectively communicate the analytics approach and how it will meet and address objectives to business partners.Qualification & Skills
Degree in Information Technology, Computer Science and Software Engineering or a related field. Advanced degree such as MBA a plus. At least 10 - 15 years of experience in data analysis, modelling, and machine learning with a specialized focus on customer behaviour analysis. Possesses a deep understanding of data science methodologies and concepts. Strong hands-on experience and in-depth expertise in data mining techniques, including clustering, classification, anomaly detection with the passion for uncovering hidden insights within complex datasets. Excellent skills and deep knowledge in Python and/or other programming software is a must. Experience with Amazon Web Services (AWS) stack: Glue, S3, EMR, Lambda, Athena, RDS etc. Experience with developing and supporting solutions that address a range of business needs including workflows, forms, collaboration sites, dashboards, and document management tools such as Microsoft 365, Power BI, Power Automate, Power Apps etc. Strong problem-solving and critical thinking skills. Ability to distil complex data findings into actionable recommendations with a good understanding of concepts of customer experience, journey, and persona. 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. Proven people management skills with a passion to build high performing teams in a matrix working environment.