Senior Manager Customer Experience

<b>Life. Unlimited.</b> At Smith+Nephew we design and manufacture technology that takes the limits off living.Are you ready to lead a team that transforms how customers experience our services? We’re looking for a strategic and passionate leader to head our Customer Experience team within Global Business Services. Based in Wrocław with remote flexibility, this role is your opportunity to shape the future of customer journeys, drive digital innovation, and be the voice of the customer across our organisation.<h3></h3><h3>What will you be doing?</h3>As Senior Manager Customer Experience, you’ll lead a team focused on enhancing and transforming our customer journeys. You’ll define and drive a holistic digital strategy that improves how customers interact with our services, championing self-service and digital-first solutions. Collaborating closely with the Service Management team and other business areas, you’ll use data and research to understand customer needs and implement meaningful change. You’ll also build strong relationships with stakeholders at all levels, ensuring our customer experience strategy is aligned and impactful.<h3></h3><h3>What will you need to be successful?</h3>Success in this role means being a visionary leader with a deep understanding of customer experience and digital innovation. You’ll bring a strategic mindset and a hands-on approach to coaching and mentoring your team. You’ll be confident in building strong relationships across the business and using data to drive meaningful change.<ul><li>Minimum 5 years of experience in Customer/User Experience or Digital Marketing, with a strong foundation in User Experience Design</li><li>Proven ability to manage and develop high-performing teams, with a focus on mentoring and motivation</li><li>Strong analytical and conceptual thinking skills to continuously evolve the customer experience strategy</li><li>Expertise in customer journey management and a deep understanding of customer needs and pain points</li><li>Excellent communication and stakeholder engagement skills, with the ability to influence at all levels</li><li>Experience working with ServiceNow, Power BI, and Agile/Scrum methodologies is a plus</li><li>A flexible and open mindset, ready to adapt to changing priorities and drive innovation</li></ul><b>You. Unlimited.</b><br/><b>We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.</b><br/><b>Inclusion &amp; Belonging:</b> Committed to welcoming, celebrating and thriving on inclusion and belonging. Learn more about our Employee Inclusion Groups on our website<br/><b>Your Future:</b> Generous annual bonus, life insurance, Save As You Earn share options<br/><b>Work/Life Balance:</b> Flexible vacation and time off, paid holidays and paid volunteering hours so we can give back to our communities<br/><b>Your Wellbeing:</b> Private health and dental plans, multisport card/my benefit platform and much more<br/><b>Flexibility:</b> Hybrid working model (for most professional roles)<br/><b>Training:</b> Hands-on, team-customised mentorship, subsidies for language classes, certifications and postgraduate studies<p></p><p>Stay connected by joining our <a href="https://smithnephew.wd5.myworkdayjobs.com/External/page/4ba17039009510002b17ea5e89c40000" rel="noopener noreferrer" target="_blank">Talent Community</a>.</p><p></p><p><span><span>We're more than just a company - we're</span><span> a community! Follow us on <a href="https://www.linkedin.com/company/smith-&amp;-nephew/" rel="noopener noreferrer" target="_blank">LinkedIn</a></span></span><span><span> to see how we support and empower our employees and patients every day. </span> </span></p><p><br/><span>Check us out on <a href="https://www.glassdoor.com/Overview/Working-at-Smith-and-Nephew-EI_IE10233.11,27.htm" rel="noopener noreferrer" target="_blank">Glassdoor</a></span><span> for a glimpse behind the scenes and a sneak peek into </span><b>You. Unlimited.</b><span>, life, culture, and benefits at S+N.</span></p><p></p><p><span><span>Explore our </span></span><a href="https://www.smith-nephew.com/en/" rel="noopener noreferrer" target="_blank">website</a><span><span> and learn more about our mission, our team, and the opportunities we offer.</span></span><span> </span></p><p></p><p></p>