Principal Customer Experience Specialist – Service & Repair
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Job Description
Principal Customer Experience Specialist improving Medtronic’s healthcare service and repair customer experience across EMEA. Driving NPS, VoC, digital adoption, and cross-functional transformation.
Responsibilities:
- Lead the Service & Repair Customer Care contribution to EMEA Net Promoter Score (NPS) and Voice of the Customer (VoC) programmes
- Analyse customer feedback, customer journey data, complaints, and operational performance metrics to identify improvement opportunities and root causes
- Translate insights into clear priorities, action plans, and measurable outcomes at regional and local levels
- Drive and coordinate cross-functional improvement initiatives, ensuring clear ownership, governance, accountability, and successful delivery
- Measure and communicate the impact of improvement initiatives through dashboards, executive reporting, and performance metrics
- Represent Customer Care in regional Customer Experience forums and ensure customer insights inform broader Service & Repair priorities
- Partner with digital transformation teams to improve adoption of customer-facing tools and self-service solutions
- Promote a customer-centric culture by sharing best practices and coaching teams on continuous improvement and customer experience principles
Requirements:
- Bachelor's or advanced degree
- Fluent English communication skills
- Experience in Customer Experience, Customer Care, Service Operations, Continuous Improvement, or a related field
- Experience leading Customer Experience, NPS, VoC, or customer journey improvement programmes across multiple teams, functions, or markets
- Experience analysing customer and operational data to develop actionable insights and measurable improvements
- Experience leading cross-functional initiatives and influencing stakeholders without direct authority
- Experience applying structured problem-solving, root-cause analysis, project management, and change management methodologies
- Experience developing executive-level reports, presentations, and dashboards
- Preferred: Experience in healthcare, medical technology, life sciences, technical service, or another regulated industry
- Preferred: Experience in Customer Care, contact centre, or Service & Repair operations within a global organisation
- Preferred: Knowledge of customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologies
- Preferred: Experience driving adoption of digital customer solutions, including portals, self-service tools, CRM, automation, or AI-enabled technologies
- Preferred: Additional European language skills
- Preferred: Willingness to travel within EMEA as required
Benefits:
- Competitive Salary and flexible Benefits Package
- Wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage
- Short-term incentive called the Medtronic Incentive Plan (MIP)
- Flexible Work Arrangement
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