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Customer Experience Strategist

1 month ago

Mumbai, Maharashtra, India Abbott Full time
Abbott: Customer Engagement Manager Role

We are seeking an experienced Customer Experience Strategist to join our team at Abbott.

About the Position:

The customer experience landscape has undergone significant transformations in recent years, with consumers demanding greater control over their information and care decisions. To succeed in this space, it is crucial for Abbott to create a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of our channels.

Our Diabetes Care division boasts a pipeline of products focused on consumer needs, generating >$5B in revenue in 2023. As a global leader in life-changing technology for managing chronic conditions, including diabetes, we strive to provide exceptional customer experiences.

Key Responsibilities:
  • Execute customer engagement strategies for assigned areas in alignment with GCX strategy and area business priorities.
  • Advocate for area needs, ensuring needs are well-articulated during intake & discovery processes and GCX solutions deliver value addressing business priorities.
  • Partner with regional/country stakeholders, including Marketing, IT/BTS, Customer Service Operations, Regulatory, Legal, Privacy, and Compliance to enhance ways of working, translate upfront business needs, and implement GCX country/regional GXI pilot/prototype programs.
  • Work cross-functionally to address gaps, concerns, and issues compromising best-in-class customer experience and engagement in assigned areas.
  • Engage in agile ways of working, partnering with Global Business Solutions Managers & Global Product Owners in rapid prototyping, testing, and learning of pilot solutions/services in assigned areas.
  • Execute omni-channel customer engagement go-to-market for assigned areas, 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.
  • Collaborate with global/area stakeholders to innovate new digital solutions elevating customer engagement.
  • Work with Analytics teams to identify trends and monitor the business impact and performance of proposed solutions/services specifically targeted at signature moments, in terms of acquisition and retention, impact to NPS, etc., to continuously improve customer experience and engagement.
Qualifications & Skills:
  • Bachelor's degree in business, Integrated Marketing, Information Management, Information Technology, or other similar degrees; MBA or Advanced degree preferred.
  • Minimum 8 years of experience, including Marketing, CRM, Customer Experience or Customer Service, leading large-scale transformation initiatives and successful change management experience.
  • Business-focused and committed to delivering clear business outcomes, customer-focused acumen, and growth mindset.
  • Experience in relevant customer experience and customer care best practices & engagement tools advantageous.
  • Effective influencing skills in environments where resources may not be in direct control of role and proven ability engaging stakeholders across different levels of organization.
  • Excellent communication skills in English; proficiency in a second language preferred but not mandatory.
  • Ability to collaborate effectively with senior stakeholders.
  • Experience working in countries/regions and good understanding of local needs.
  • Flexibility to work across multiple time zones and non-traditional work hours.
  • Travel up to 30-50% required.
About Working at Abbott:

We offer a range of benefits, including training and career development, competitive compensation, incentives, and retirement plans.