Head of Customer Experience

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Manages and defines the product(s), solution(s) and/or service(s) assigned and drives their business performance across the whole product lifecycle.

Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare.  For everyone. Everywhere. Sustainably.

 Our global team: We are a team of 73,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

 Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world.  We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers. 

We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone to grow personally and professionally.

Join us.

Position Overview: As the Head of Customer Experience in North America Customer Service, you’ll shape the customer experience across our service delivery. In this role, you’ll define and deliver the strategy that ensures every customer service interaction, whether face to face, digital or support channel - drives measurable value, fosters deep loyalty, and reflects our brand promise through proven B2B CX methodologies. As the leader, you will partner with internal and external stakeholders to influence and design customer journeys, drive continuous improvement and foster a customer-first culture throughout the CS organization.

The Head of Customer Experience reports to the Senior Manager, Customer Service Operational Excellence in North America.

Key Responsibilities:

• Build, Develop, and operationalize a customer experience strategy and roadmap rooted in leading-edge B2B practices, leveraging customer journey mapping, feedback loops, and real-world execution models to drive transformation.
• Ensure key customer touchpoints deliver value, build loyalty, reflect SHS brand promise
• Implement a “commitment” to “deliverable” tracker in CRM; track adherence to SLA commitments.
• Analyze customer portals, knowledge bases and virtual assistants to create seamless experience
• Establish systemic listening channels to understand pain points and opportunities (e.g. customer and field surveys, customer advisory groups)
• Align activities with internal organizations that impact customer experience (e.g. Service Ops, Logistics, Field organization, Finance)
• Define relevant CX success metrics (NPS, OSAT, Operational KPIs)
• Partner with external Consulting companies and CX companies for benchmarking

This is a high impact, individual contributor role, where you’ll set the vision, inspire change and help shape how our customers experience us every day.  What we’re looking for:

• Passionate about Customer Experience
• Acts as customer advocacy and reflects voice to anticipate and respond to customer needs
• Knows digital customer engagement tools, CRM and analytical platforms as well as AI tools to leverage insights and predict customer needs
• Demonstrated ability to align customer journeys with business goals through practical B2B CX frameworks and execution plans
• Drives measurable impact through customer-centric transformation
• Improves collaboration and project success via stakeholder alignment
• Understands and communicates CX ROI, including cost savings, revenue uplift, and retention improvements
• Leads CX-driven innovation through personalized experiences, loyalty prog