Sr. Director, Information Technology CX CoE Lead

Position summary:

• Leads the Customer Experience Center of Excellence (CX CoE) responsible for defining measuring and improving customer and employee experiences across Strykers digital ecosystem.

• Partners with business units product teams and IT leaders to embed CX principles into strategy design and delivery of technology solutions.

• Ensures Stryker delivers frictionless human-centered digital experiences that drive adoption satisfaction and business outcomes.

Essential duties & responsibilities: (detailed description)

• CX Strategy & Vision: Define and maintain a CX strategy and roadmap aligned with enterprise digital priorities.

• Insights & Research: Lead qualitative and quantitative research customer interviews and journey mapping to identify pain points and opportunities.

• Measurement & Analytics: Establish CX measurement frameworks (NPS CSAT adoption metrics) and share actionable insights with stakeholders.

• Design & Standards: Lead creation of UX designs in partnership with key stakeholders develop CX design systems guidelines and toolkits to ensure consistency accessibility and usability.

• Collaboration & Influence: Partner with product engineering innovation and EA teams to co-design experiences that drive measurable impact.

• Training & Enablement: Build CX literacy across Stryker with playbooks training and a CX champions network.

• Continuous Improvement: Monitor experience trends emerging tools and benchmark Strykers CX maturity against industry standards.

• Governance: Chair CX governance forums and ensure feedback and metrics inform investment decisions.

Education & special trainings:

• Bachelors degree in human centered Design Business Digital/IT or related field (masters

• preferred).

• Training in UX Design Thinking or Customer Experience Management certifications strongly preferred.

• Exposure to CX tools (Figma Qualtrics Medallia Adobe Experience Cloud etc.) desirable.

Qualifications & experience:

• 15 years of professional experience with at least 710 years in customer experience design or digital product roles.

• 5 years in leadership roles managing CX/UX or digital design teams.

• Demonstrated ability to define CX strategy implement measurement frameworks and drive business adoption.

• Strong experience in workshop facilitation journey mapping and human-centered design.

• Proven success in influencing senior stakeholders and embedding CX practices at scale.

• Experience in regulated industries (healthcare med-tech pharma life sciences) highly preferred.

• Familiarity with agile delivery models and product-centric organizations.

Physical & mental requirements:

• Strong communication facilitation and storytelling skills to influence diverse stakeholders.

• Ability to simplify complexity and translate data into clear actions.

• Comfortable operating in a fast-paced global matrixed environment.

• Occasional travel required for research workshops and global stakeholder engagement.

• Must demonstrate resilience adaptability and customer-first mindset.

• $205800 - $291690 salary plus bonus eligible generally eligible for short-term and long-term financial incentives benefits. Individual pay is based on skills experience and other relevant factors.

• Posted: November 17th 2025