Director, Global Customer Experience

Abbott 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.

     

JOB DESCRIPTION:

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of
• 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 Savestudent debt program and FreeUeducation benefit - an affordable and convenient path to getting a bachelor’s degree
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists

Job Description

Abbott Point of Care develops, manufactures and markets critical medical diagnostic and data management products for rapid blood analysis. The i-STAT System is an advanced, portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making. The i-STAT System has the industry’s most comprehensive menu of tests in a single, with-patient platform, including tests for blood gases, electrolytes, chemistries, coagulation, hematology, glucose, and cardiac markers.

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. S/he will also serve as the process advocate, driving organizational alignment and change management through cross-functional process improvements by fostering awareness, visibility, and process discipline throughout the organization. In addition, s/he will be accountable for all aspects of the Technical Service, Customer Success, and Customer Solutions teams. This position reports to the General Manager of Global Commercial Operations and CALA and works collaboratively and cross-functionally with APOC Commercial teams, Supply Chain, Global Strategic Marketing, R&D, Quality, IBP, and more

Job Location

This position is located at Abbott Point of Care (APOC) Global Headquarters in Princeton, NJ.

Position Responsibilities

• Drive the customer journey to ensure a consistent experience across all touchpoints. This involves understanding evolving customer needs, identifying pain points and root causes along the journey via various channels (including Net Promoter Score (NPS) surveys), developing insights, recommending solutions, championing cross-functional projects, improving global NPS, and ultimately enhancing customer satisfaction and loyalty.
• 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. Interact with executive-level management, customers, vendors, and suppliers.
• 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 (including customer inquiries, complaint intak