Senior Specialist, Customer Experience Designer - Diabetes

Medtronic Inc. Northridge, CA
Careers that Change Lives

As part of the Customer Experience team you will use an insight-based approach to identify, analyze and prioritize Diabetes customer needs (current and future) and bring understanding of the consumer's attitudes and behaviors to the organization

From insights obtained, assist in the development and execution of opportunities that deliver optimal/ consumer focused/ competitive customer experiences (CX) in support of the America's region

For specific projects/ programs, lead cross functional teams to drive implementation of strategies and tactics that deliver a world class customer experience. Collaborate with stakeholders to drive consensus and execution. Schedule and conduct ongoing stakeholder meetings as necessary to maintain alignment between the Customer Experience team and other internal groups.

A Day in the Life

Use an insight-based approach to identify, analyze and prioritize global customer needs (current and future). Bring understanding of the consumer's attitudes and behaviors to the organization

* Using tools based on human centered designed principals (ethnography, personas, etc)

* Net Promoter Systems

From insights obtained, assist in the development and execution of global opportunities that deliver optimal/ consumer focused/ competitive customer experiences (CX) in support of the America's Region.

* Define and actively assist in commercializing the end-to-end CX in conjunction with the region

* Identify current state delivery of CX at every customer lifecycle stage

* Map the ideal state of CX at every customer lifecycle stage

* Identify gaps and develop CX plan to optimize experience

* Work closely with functions to ensure successful selection improved CX initiatives

* Influence the organization the make customer centric decisions, collaborate with stakeholders to drive consensus and execution

* Drive the execution of specific projects/ programs. Lead cross functional teams to drive implementation of strategies and tactics that deliver a world class customer experience.

* Create and execute project work plans, track deliverables ,manage day-to-day project execution and manage and track program budgets..

Ongoing assessment / expert knowledge of the customer service experience: With full understanding of all customers touch points (from an internal /operational perspective and external perspective), provide ongoing evaluation of touch point effectiveness (individual touch points and from a holistic perspective). Recommend (and play role in implementing) appropriate changes as needed.

Oversee the Customer Service personnel driving customer experience improvement initiatives

Ensure all Customer Experience messaging and tools are relevant, consistent and positioned correctly within all relevant channels

Provide expert consultation on an ad hoc basis to customer facing initiatives.

Manage projects and budgets associated with area of responsibility.

General responsibilities may include the following and other duties may be assigned.

* Develops program marketing plan including strategies, objectives, tactics and budget.

* Conducts market analyses to maintain an appropriate level of understanding of health care financing, organization, systems and standards for care delivery to support program marketing plans.

* Initiates market research regarding economics of care delivery.

* Establishes and executes promotional strategies required to support program marketing plan.

* Develops and maintains relationships with health system customers to understand customer needs.

* Also develops and maintains relationships with internal business unit, marketing and sales staff to develop and execute the program marketing plan.

Must Have: Minimum Requirements

* Bachelor's Degree with 4+ years'experience in marketing/sales/service, or Master's degree

* Experience creating and executing programs that impact the business andcustomers

* Experience with analysis, problem identification and solution

* Financial analysis, budgeting, forecasting experience

Nice to Have

* Prior experience and knowledge ofMedtronic customer experience touch points, customer insights, operational flow,net promoter systems, diabetes

* Proven experience as a customer advocate (Direct customer contact)

* Supervisory experience

* Lean and/or Six Sigma Greenbelt Certification

* Excellent indirect leadership,negotiating, influencing and change management skills

* Excellent interpersonal and diplomatic communication skills

* Ability to manage multiple priorities, with the flexibility to reprioritizewhen needed

* Excellent writing skills, with ability to express subject matter knowledge,procedures and processes in a clear, orderly and easily understood presentation

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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