Customer Engagement Specialist

22 hours ago


Alameda, California, United States Abbott Laboratories company Full time

About the Role

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This is a unique opportunity to join Abbott Laboratories company as a Customer Engagement Manager. The successful candidate will be responsible for executing the customer engagement strategy for assigned areas in alignment with the Global Customer Experience (GCX) strategy and area business priorities.

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Key Responsibilities

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  • Execute the customer engagement strategy for assigned area in alignment with GCX strategy and area business priorities
  • Be the advocate of areas needs ensuring that needs are well articulated during intake & discovery process 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 implementation of 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 area
  • Execute omni-channel customer engagement go-to-market for assigned area, including workshops to cocreate 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

About the Salary

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The base pay for this position is $125,700.00 - $251,500.00. In specific locations, the pay range may vary from the range posted.

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About the Company

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Abbott Laboratories 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 diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

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About the Benefits

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We offer a comprehensive benefits package that includes free medical coverage for employees via the Health Investment Plan (HIP) PPO, an excellent retirement savings plan with high employer contribution, tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit, among others.

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About the Location

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This position is based in Alameda, CA, and requires up to 30-50% travel.



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