Associate IT Business Relationship Manager - Commercial 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

According to the World Health Organization, approximately 422 million people have diabetes today and by 2045 the number is projected to rise to 700 million people. The Abbott Diabetes Care FreeStyle Libre continuous glucose monitor (CGM) sensor and customer experience delivers patient-centered solutions and empathetic experiences critical to helping people with diabetes understand how to manage their disease-state and live life to the fullest.

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Responsible for strategy and partnership in bringing to life our single view of the consumer across all touchpoints including web, customer service, and CRM. This role is pivotal in building and enhancing our customer data platform and ensuring a seamless, personalized customer experience. This role requires a mix of creative, analytical, and product management disciplines. The ideal candidate will have a strong background in CRM, data analytics, and consumer behavior, with a proven track record of leading or influencing high-performing teams and driving business growth.

Core Responsibilities:

• Single View of the Customer:
  • Serve as the IT partner for the single-view-of-the-customer initiative (Customer 360) across the global customer experience group.
  • Collaborate with the Customer Experience team to shape global strategies and ensure effective local implementation.
  • Partner to build and manage our Customer Data Platform (CDP) to ensure a comprehensive understanding of customer interactions and behaviors.
  • Bring to life holistic customer journeys from acquisition through to empathetic on-boarding and post-purchase support.
  • Drive design of targeted marketing initiatives to progress existing consumers across our adoption journeys.
     
• Data Segmentation and Personalization:
  • Serve as the IT partner for customer segmentation and behavioral analysis design, action triggers, and machine learning initiatives.
  • Operationalize identifiable customer data segmentation to enhance targeted marketing efforts.
  • Oversee the management of customer profile information to enable personalized experiences.
  • Act as a close partner to the analytics team and develop pathways for non-identifiable consumer tracking and, through strategic consent programs, enablement to improve customer identification and engagement strategies.
  • Collaborate with downstream data teams on consumer data strategy.
  • Manage the data platform as a product, ensuring it meets the evolving needs of the business and internal customers.
  • Oversee development integration of MarTech and organization-wide systems alignment around the single view strategy.

• Global and Cross-Cultural Management:
  • Manage initiatives that span virtual teams across the world and cross cultures.
  • Resolve issues raised to governance committees and ensure projects stay in scope.
     
• Innovation and Change Management:
  • Champion change and innovation within the organization.
  • Stimulate creativity and support those wh