Sr Director, Global Experience Operations

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:

About the Company/ Division:

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 medical devices, diagnostics, nutrition, and branded generic medicines. Our goal is to improve the lives of more than 3 billion people by decade's end – reaching 1 billion more than we do today, each year. Our 113,000 colleagues serve people in more than 160 countries.

Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. With revenue of >$5B in 2023, is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions including Diabetes.

About the Position:

The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. To be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott’s channels. The Senior Director, Global Experience Operations (GXO) position reports to DVP, Global Customer Experience (GCX). The goal of GCX is a unified, consistent, and best-in-class customer experience for ADC’s global customer base of FreeStyle Libre users.

This position leads Abbott Diabetes Care’s global customer service strategy and planning, insights, and operations to develop best-in-class customer experience standards and achieve the optimal balance between customer experience and operational efficiency. This leader will be a crucial partner to the executive leadership team at ADC as we develop our customer service strategy and its execution to support the division’s short and long-term growth. This position will oversee ADC’s global customer service teams that oversee a network of about 25 contact centers and ~3,000 customer service agents.

The leader is responsible for developing and implementing Abbott Diabetes Care's global customer experience (GCX) strategy to ensure a seamless customer experience across all stages and touchpoints in the customer journey leading to increased customer acquisition, retention, loyalty, and profitability, driving a customer-centric culture throughout ADC and GCX by working closely with global & regional leadership and leading the implementation of standardized tools and processes globally (Global-Area-Affiliate).

Key Responsibilities

• Create, manage and execute the global customer experience operations and customer service vision and strategy by working closely with Global & Regional Commercial Directors and Area Customer Service Directors.

• Strategize and recommend to DVP GCX, SVP GCO and Divisional President on areas of investment to build and deliver a worldclass Customer Service model.

• Lead and optimize omni-channel customer experience design for ADC, including workshops to co-create and CX design processes, journey maps, service blueprints, and cross-functional ways of working.

• Represent the customer perspective in strategic planning sessions and prioritization workshops, ensuring insights-based customer-centricity drives decision-making.

• Work with Global Market Insights (GMI) to implement CX analytics processes using existing and (potentially) additional technologies to create a “real-time” view of customer needs, leveraging integrated insights that enable the organization to anticipate and respond to changes in customer expectations.

• Define a best-in-class customer service model for ADC and develop the roadmap that prioritizes programs/initiatives to elevate customer experience and what needs to be executed in areas/countries with alignment from the regions.

• Work and influence cross-functionally to address gaps, concerns, and other issues that might compromise a best-in-class customer experience.

• Facilitate multidirectional communication between GCX, Areas and customer-facing teams (e.g., collecting feedback to derive insights and inform CX improvements, guide the adoption of customer-centric attitudes during customer interactions, aligning brand with the overall CX strategy).

• Continuously improving enterprise-wide customer ex