Customer Experience Transformation Lead

4 days ago

Alameda, California, United States Abbott Laboratories company Full time

Abbott Laboratories, a global leader in healthcare, is seeking an experienced professional to fill the role of Customer Experience Transformation Lead. As a key member of the Abbott team, you will have the opportunity to drive transformative change and make a lasting impact on the company's customer experience strategy.

About the Role

This is an onsite opportunity in Alameda, CA, where you will work closely with the Customer Engagement Director, Global Customer Experience. The goal of GCX is to deliver a unified, consistent, and best-in-class customer experience. Your primary responsibility will be to execute customer engagement activities for assigned regions in alignment with the GCX strategy and business priorities.

Key Responsibilities:
  • Execute the customer engagement strategy for assigned areas in alignment with the GCX strategy and area business priorities.
  • Be the advocate of area needs, ensuring that needs are well-articulated during intake & discovery processes and GCX solutions are delivering value to address business priorities.
  • Partner with regional/country stakeholders, including Marketing, IT/BTS, Customer Service Operations, Regulatory, Legal, Privacy, and Compliance, to enhance ways of working, translate upfront business needs, and implement GCX country/regional GXI pilot/and or prototype programs.
  • Work cross-functionally to address gaps, concerns, and other issues that might compromise a best-in-class customer experience and engagement in assigned areas.
  • Engage in agile ways of working and partner with Global Business Solutions Managers & Global Product Owners in the rapid prototyping, testing & learning of pilot solution/service in assigned areas.
  • Execute omni-channel customer engagement go-to-market for assigned areas, including workshops to co-create customer experience processes, journey maps, solution/service blueprints, and cross-functional ways of working, ensuring insights-based customer-centricity drives decision-making.
  • Collaborate with global/area stakeholders to innovate new digital solutions that continue to elevate customer engagement.
  • Work with Analytics teams to identify trends and monitor the business impact and performance of proposed solutions/services specifically targeted at signature moments, in terms of acquisition and retention, impact to NPS etc., to continuously improve customer experience and engagement.
Requirements

To be successful in this role, you will need:

  • Bachelor's degree in business, Integrated Marketing, Information Management, Information Technology, or other like degrees; MBA or Advanced degree preferred.
  • Minimum 8 years of experience, including Marketing, CRM, Customer Experience, or Customer Service, leading large-scale transformation initiatives and successful change management experience.
  • Business-focused and committed to delivering clear business outcomes, a customer-focused acumen, and growth mindset.
  • Experience in relevant customer experience and customer care best practices & engagement tools is an advantage.
  • Effective influencing skills in an environment where resources may not be in direct control of the role and proven ability in engaging stakeholders across different levels of the organization.
  • Excellent communication skills in English and proficiency in a second language preferred but not a must.
  • Ability to collaborate effectively with senior stakeholders.
  • Experience working in countries/regions and good understanding of local needs.
  • Flexibility to work across multiple time zones and non-traditional work hours.
  • Travel up to 30-50% will be required.

The estimated salary for this position is around $120,000-$180,000 per year, depending on qualifications and experience. This figure is based on national averages and industry standards for similar roles in the same location.

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