Director of Global Customer Experience

2 days ago


Princeton, New Jersey, United States Abbott Full time
Job Summary

The Director of Global Customer Experience will oversee customer experience planning, customer insights, operations, and improvements to develop, evolve, and sustain best-in-class customer experience standards at Abbott Point of Care. As we enter an exciting phase of innovation launches, s/he will identify customer needs and pain points, champion and create global programs to enhance customer experience while optimizing resource allocation.

Key Responsibilities
  • Drive the customer journey to ensure a consistent experience across all touchpoints.
  • Define the global customer experience strategy and set the vision for the global customer experience organization.
  • Present regularly to senior leadership and champion cross-functional changes and improvements.
  • Demonstrate effective change leadership and build strategic partnerships to further departmental and organizational objectives.
  • Provide global guidance and coaching, facilitating experience sharing and exchange across the globe to enhance customer experience.
  • Collaborate with peer leaders across Abbott business units.
  • Stay current on market trends and industry best practices; incorporate these to drive maximum utilization of products and services.
  • Accountable for all aspects of Technical Service, Product/Technical Training for tech support teams and international distributors, Customer Success, and Digital Solutions team performance.
Requirements
  • Bachelor's degree.
  • 10+ years applicable business experience.
  • 5+ years management experience.
  • Passion for customer experience.
  • Proven ability to challenge the status quo.
  • Strong leadership, communication, and program management skills.
  • Success in streamlining and improving processes and systems, leveraging relevant continuous improvement methodologies.
  • Ability to manage by influence.
  • Excellent collaboration skills able to navigate complex matrix within the Division.
  • Ability to balance competing priorities.


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