Principal Customer Experience Specialist - Service & Repair EMEA

En Medtronic, puedes empezar una carrera para toda la vida que se centre en la investigación y en la innovación y que defienda la equidad y el acceso a la atención sanitaria para todos. Tu liderazgo dejará huella, eliminando obstáculos para impulsar la innovación en un mundo más conectado y humanitario. Un día normal As we continue to strengthen our in-house Service & Repair Customer Care organisation, we are seeking a Principal S&R Customer Experience Specialist to lead Customer Experience improvement across the EMEA region. In this senior individual contributor role, you will leverage customer feedback, operational performance data, and customer journey insights to drive improvements that enhance customer satisfaction, optimise service delivery, and support digital transformation initiatives. Working across countries and functions, you will influence priorities, align stakeholders, and ensure measurable business impact. Key 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 Required Experience - Bachelor's or advanced degree - Fluent English communication skills - Experience in Customer Experience, Customer Care, Service Operations, Continuous Improvement, or a related field - Leading Customer Experience, NPS, VoC, or customer journey improvement programmes across multiple teams, functions, or markets - Analysing customer and operational data to develop actionable insights and measurable improvements - Leading cross-functional initiatives and influencing stakeholders without direct authority - Applying structured problem-solving, root-cause analysis, project management, and change management methodologies - Developing executive-level reports, presentations, and dashboards Preferred Qualifications - Experience in healthcare, medical technology, life sciences, technical service, or another regulated industry - Experience in Customer Care, contact centre, or Service & Repair operations within a global organisation - Knowledge of customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologies - Experience driving adoption of digital customer solutions, including portals, self-service tools, CRM, automation, or AI-enabled technologies - Additional European language skills - Willingness to travel within EMEA as required Requisitos físicos del puesto Las declaraciones anteriores pretenden describir la naturaleza general y el nivel de trabajo que realizan los empleados asignados a este puesto, pero no son una lista exhaustiva de todas las responsabilidades y habilidades necesarias para este puesto. ‌ ‌ Aviso sobre fraude en la contratación Estamos al tanto de las estafas de phishing dirigidas a personas en búsqueda de empleo. 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Beneficios y compensación Medtronic ofrece un salario competitivo y un paquete de beneficios flexible El compromiso con las vidas de nuestros empleados es el centro de nuestros valores. Reconocemos sus aportes. Comparten el éxito que contribuyen a crear. Ofrecemos una amplia gama de beneficios, recursos y planes de compensación competitivos diseñados para apoyarlo en cada etapa de su carrera profesional y de la vida. Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Czechia: 1,140,000.00 CZK - 1,710,000.00 CZK | Italy: 61,600.00 EUR - 92,400.00 EUR | Netherlands: 76,880.00 EUR - 115,320.00 EUR | Poland: 206,400.00 PLN - 309,600.00 PLN | Spain: 62,000.00 EUR - 93,000.00 EUR | United Kingdom: 60,560.00 GBP - 90,840.00 GBP | The final salary within this range will be determined based on objective, job-related criteria, including relevant experience, skills and qualifications, in accordance with our compensation framework. ‌ This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).