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 medical devices, diagnostics, nutrition, and branded generic medicines. Our goal is to improve the lives of more than 3 billion people by decade's end – reaching 1 billion more than we do today, each year. Our 113,000 colleagues serve people in more than 160 countries.

Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. With revenue of >$5B in 2023, is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions including Diabetes.

About the Position:

The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. To be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott’s channels. The Senior Director, Global Experience Operations (GXO) position reports to DVP, Global Customer Experience (GCX). The goal of GCX is a unified, consistent, and best-in-class customer experience for ADC’s global customer base of FreeStyle Libre users.

This position leads Abbott Diabetes Care’s global customer service strategy and planning, insights, and operations to develop best-in-class customer experience standards and achieve the optimal balance between customer experience and operational efficiency. This leader will be a crucial partner to the executive leadership team at ADC as we develop our customer service strategy and its execution to support the division’s short and long-term growth. This position will oversee ADC’s global customer service teams that oversee a network of about 25 contact centers and ~3,000 customer service agents.

The leader is responsible for developing and implementing Abbott Diabetes Care's global customer experience (GCX) strategy to ensure a seamless customer experience across all stages and touchpoints in the customer journey leading to increased customer acquisition, retention, loyalty, and profitability, driving a customer-centric culture throughout ADC and GCX by working closely with global & regional leadership and leading the implementation of standardized tools and processes globally (Global-Area-Affiliate).

Key Responsibilities

• Create, manage and execute the global customer experience operations and customer service vision and strategy by working closely with Global & Regional Commercial Directors and Area Customer Service Directors.

• Strategize and recommend to DVP GCX, SVP GCO and Divisional President on areas of investment to build and deliver a worldclass Customer Service model.

• Lead and optimize omni-channel customer experience design for ADC, including workshops to co-create and CX design processes, journey maps, service blueprints, and cross-functional ways of working.

• Represent the customer perspective in strategic planning sessions and prioritization workshops, ensuring insights-based customer-centricity drives decision-making.

• Work with Global Market Insights (GMI) to implement CX analytics processes using existing and (potentially) additional technologies to create a “real-time” view of customer needs, leveraging integrated insights that enable the organization to anticipate and respond to changes in customer expectations.

• Define a best-in-class customer service model for ADC and develop the roadmap that prioritizes programs/initiatives to elevate customer experience and what needs to be executed in areas/countries with alignment from the regions.

• Work and influence cross-functionally to address gaps, concerns, and other issues that might compromise a best-in-class customer experience.

• Facilitate multidirectional communication between GCX, Areas and customer-facing teams (e.g., collecting feedback to derive insights and inform CX improvements, guide the adoption of customer-centric attitudes during customer interactions, aligning brand with the overall CX strategy).

• Continuously improving enterprise-wide customer experience orientation to drive loyalty, engagement, and customer lifetime value.

• Leading and influencing in a large matrix organization, identifying, and accessing the right stakeholders to solve issues and drive performance through continuous transformation.

• Identify industry trends and bring best practice to the global customer experience organization.

• Develop a closed loop feedback process to proactively address timely and relevant customer feedback, synthesize actionable insight and route it to appropriate teams across ADC, drive resolution and closing the loop with customers

• Work with IT delivery partners/vendors and cross-functional stakeholders to lead complex digital transformation programs (e.g., C360, FAQ/GSE) which will bring significant value/cost savings to global experience operations.

• Direct the global experience operations team to provide timely reporting of customer service KPIs to senior leadership teams and able to present an accurate picture of global performance against targets.

• Anticipate and understand key challenges and opportunities globally within customer service, identify the root causes and develop plan to address with GCX leadership team and global/regional stakeholders.

• Act as a primary point of internal contact for strategic initiatives within global customer service organization and drive efficiencies within Global Customer Service systems (e.g., Unity Complaint Handling system).

• Drive cohesion and collaboration with R&D, Marketing and PMO to ensure operational readiness for new product launches, including agent and employee readiness with respect to process and technology needs

• Participate in strategic planning initiatives such as portfolio management process and long-range strategic planning to ensure profitable growth opportunities are supported.

• Evaluate global experience operation improvement opportunities, prepare business case, present preferred options, and gain alignment from global customer experience leadership on chosen option for managing key performance indicators.

• Responsible as global point-of-contact with Customer Service BPO vendors including SLA negotiation, performance management, global training strategy and deployment and proactively identify opportunities for spent optimization.

• Responsible for global NPS (Net Promoter Score) strategy, ensure globally aligned NPS metric & goals, achievement of NPS goals, and recommend solutions as needed that could improve global NPS. Responsible to identify competitive benchmark NPS that can proactively elevate customer experience.

• Create process in which global customer experience feedback and Voices of Customers is being democratized to relevant functions and utilized for marketing & customer engagement initiatives.

• Be seen as a trusted leader with the ability to influence across all levels of the organization and providing global guidance to ADC’s Customer Service community, including facilitating best practice sharing and coaching to Area Customer Service/Experience Leads.

Qualification & Skills  

• Bachelor’s degree in business administration, Business Management or equivalent. MBA or Advanced degree preferred.

• Minimum 15 years of experience in global customer service/customer experience operations with strong people, process and tech expertise.

• Proven track record in managing a global network of contact centers either in industries with leading customer service practices or BPO.

• Significant experience with complaint/contact management/ escalations support and systems overhaul to drive efficiencies and experiences, understanding customer sentiments and anticipating needs to influence product/ concept design upstream, ensuring appropriate customer requirements and design inputs are crafted to guide the development team.

• Strategic mastermind in formulating global customer service strategy aligned with business objectives and proven track record in best-in-class customer service standards.

• Business-focused and committed to delivering clear business outcomes, a customer-focused acumen, and growth mindset.

• Highly effective organizational and prioritization skills, especially in a fast-paced, dynamic environment

• Ability to manage multiple large-scale projects to deliver high impact results managing various demands from stakeholders in a collaborative manner.

• Demonstrated creativity / innovation in finding ways to execute never-been-done-before ideas.

• Strong interpersonal skills to connect and influence at all levels internally within an organization as well as externally at a senior level.

• Prior experience in medical diagnostic/device experience or other medical industry experience desirable.

• A magnetic people leader with proven track record in talent development and capability building in a fast-growing organization.

• Excellent communication skills in English and proficiency in a second language preferred but not a must.

• Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours.

• Travel up to 30-50% will be required.

Working At Abbott   

At Abbott, you can have a good job that can grow into a great career. We offer:

• Training and career development, with onboarding programs for new employees and tuition assistance.

• Financial security through competitive compensation, incentives and retirement plans

• Health care and well-being programs including medical, dental, vision, wellness and occupational health

• Paid time off.

• 401(k) retirement savings with a generous company match.