Senior Customer Experience (CX) Specialist

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 Senior Customer Experience (CX) Specialist is responsible for analyzing and enhancing the customer experience throughout the entire customer journey by identifying pain points and improvement opportunities and supporting the design and implementation of initiatives that increase customer satisfaction loyalty and business value.

A career at Medtronic is like no other. Were purposeful. Were committed. And were driven by our Mission to alleviate pain restore health and extend life for millions of people worldwide. This role is a flex work model in Bogotá.

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

• Map and analyze end-to-end customer journeys across multiple channels and touchpoints
• Identify customer pain points and improvement opportunities based on qualitative and quantitative insights
• Support the design and implementation of initiatives aimed at enhancing the customer experience
• Analyze customer feedback data (e.g. NPS customer surveys and other feedback sources) to identify trends and actionable opportunities
• Collaborate with cross-functional teams including Marketing Sales Digital Operations and Customer Support to implement customer experience improvements
• Support the development monitoring and reporting of customer experience KPIs and performance dashboards
• Facilitate workshops and working sessions to gather insights and align stakeholders.
• Contribute to fostering a customer-centric culture across the organization
• Document customer journeys processes and customer experience best practices

Required Knowledge and Experience:

• Bachelors degree in business administration Marketing Engineering
• Three or more years of experience in Customer Experience Service Design Market Insights Consulting or related areas
• Experience with customer journey mapping and customer research methodologies
• Knowledge of CX metrics such as Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Customer Effort Score (CES) churn Customer Lifetime Value (LTV) and customer feedback programs
• Experience with Customer Experience (CX) platforms journey mapping frameworks or service design methodologies
• Knowledge of data analysis and visualization tools such as Microsoft Excel Power BI or Tableau
• Experience facilitating workshops and conducting stakeholder interviews
• Experience in healthcare MedTech or other highly regulated industries is advantageous00

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).