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Customer Experience Strategist
1 month ago
Abbott, a global healthcare leader, is seeking an experienced Customer Experience Strategist to join our team. This role will play a critical part in shaping the future of customer experience across our organization.
We are committed to improving the lives of 3 billion people by decade's end and reaching 1 billion more than we do today, each year. Our goal is to create a unified, consistent, and best-in-class customer experience that drives business outcomes and exceeds customer expectations.
This position reports to the Customer Engagement Director, Global Customer Experience, and is responsible for executing customer engagement activities across the customer experience blueprint and signature moments. The ideal candidate will have a deep understanding of customer-centricity and be able to drive initiatives that support a customer-centric culture throughout the area.
The successful candidate will have at least 8 years of experience in marketing, CRM, customer experience or customer service, leading large-scale transformation initiatives and successful change management experience. They will also have a bachelor's degree in business, integrated marketing, information management, information technology, or other related fields, with an MBA or advanced degree being preferred.
Key responsibilities include:
- Executing the customer engagement strategy for assigned areas in alignment with the GCX strategy and area business priorities.
- Partnering with regional/country stakeholders to enhance ways of working, translate upfront business needs, and implement GCX country/regional GXI pilot/and or prototype programs.
- Working cross-functionally to address gaps, concerns, and other issues that might compromise a best-in-class customer experience and engagement in assigned areas.
- Engaging in agile ways of working and partnering with Global Business Solutions Managers & Global Product Owners in the rapid prototyping, testing & learning of pilot solution/service in assigned area.
- Executing omni-channel customer engagement go-to-market for assigned area, including workshops to co-create customer experience processes, journey maps, solution/service blueprints, and cross-functional ways of working ensuring insights-based customer-centricity drives decision-making.
A competitive salary of $120,000-$180,000 per annum, depending on experience, plus benefits, including health care, wellness programs, paid time off, and retirement savings plan, make this an attractive opportunity for those looking to grow their career in customer experience.
We value diversity and inclusion at Abbott and are an equal opportunities employer. We encourage applications from talented individuals who share our passion for delivering exceptional customer experiences.
