Academy Customer Experience Lead (R72392)

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain restore health and extend life. Our 95000 employees work across more than 150 countries to put patients first developing innovative medical technologies that improve the lives of 72 million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose growth and impact.

The Academy Services CX Lead serves as the customer experience subject matter expert within the Academy Services organization partnering with Operating Units across the Americas and EMEA regions to design govern and optimize digital learning experiences within the Medtronic Academy ecosystem.

This role combines customer experience consulting journey design governance analytics and operational expertise to help Operating Units achieve their business objectives through high-quality scalable learning solutions. The Academy Services CX Lead defines and maintains customer experience standards provides strategic guidance on digital learning journeys and drives continuous improvement through data-driven recommendations and governance frameworks.

While primarily focused on customer experience consulting and optimization the role also provides operational support and expertise to ensure successful execution and delivery of Academy initiatives. This role will be working in a flexible working model in Bogotá.

Responsibilities may include the following and other duties may be assigned:

Customer Experience Consulting & Journey Design

• Partner with Operating Units to understand business objectives target audiences and desired outcomes for digital learning initiatives
• Consult stakeholders on customer experience strategy structured learning journeys and digital learning best practices
• Design and optimize end-to-end Academy learning journeys to improve learner engagement completion and business impact
• Refine intake requirements and guide stakeholders toward the most appropriate Academy solutions and support pathways
• Collaborate with Digital Marketing Training & Education and Sales stakeholders to align Academy experiences with broader customer journeys

Customer Experience Governance & Standards

• Define maintain and enforce customer experience standards across Medtronic Academy
• Conduct customer experience audits across Academy touchpoints and learning journeys
• Establish governance frameworks best practices and operating guidelines to support consistent learner experiences globally
• Ensure Academy initiatives align with defined customer experience principles standards and quality expectations
• Analytics Insights & Optimization
• Analyze learner engagement content performance and customer experience data to identify trends gaps and optimization opportunities
• Translate data and insights into actionable recommendations that improve learner experience and business outcomes
• Develop reporting frameworks performance dashboards and customer experience measurement approaches
• Monitor the effectiveness of customer experience improvements and recommend ongoing enhancements

Continuous Improvement & Strategic Initiatives

• Lead customer experience improvement initiatives and cross-functional optimization projects
• Identify opportunities to improve learner engagement operational efficiency and service delivery
• Partner with Academy LMS content and digital teams to implement scalable improvements across the learning ecosystem

Operational Support & Execution

• Provide operational expertise and support for Academy initiatives when required
• Support content deployment quality assurance troubleshooting and lifecycle management activities as needed
• Contribute to operational excellence and service continuity across Academy Services

Required Knowledge and Experience:

• High School Diploma or equivalent with six years of relevant experience in a clinical lab setting clinical training field sales/support in medical device healthcare industry or equivalent experience (Associates Degree with four years experience or Baccalaureate Degree with two years experience)
• Five years of experience in digital customer experience digital marketing Training & Education or related operational roles
• Fluent in English
• Proven experience in customer experience digital education digital marketing Training & Education or related customer-facing environments
• Experience designing optimizing and measuring digital customer journeys across multiple touchpoints
• Strong analytical and consulting skills with the ability to translate data into actionable recommendations
• Demonstrated ability to influence stakeholders and drive adoption of governance standards and best practices
• Experience designing multi-touchpoint digital customer journeys and/or campaigns
• Hands-on experience with Totara or any other Learning Management System AEM or any other content management system and analytics tools such as Adobe Analytics or similar platforms. Experience in Jira Miro and related tools is desirable
• Strong analytical mindset with a proactive solutions-oriented approach and high level of accountability and ownership

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.

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Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits resources and competitive compensation plans designed to support you at every career and life stage.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).