Customer Experience Specialist

Bring It On; Quilmes; Hybrid; ARS 1,800,000 - 2,400,000; Full time

Job summary

Medtronic in Buenos Aires is seeking a Senior Customer Experience (CX) Specialist to map and improve end-to-end customer journeys, identify pain points, and design initiatives that increase satisfaction, loyalty, and business value in a flexible work arrangement.

You will collaborate with Marketing, Sales, Digital, Operations, and Support to analyze CX metrics (NPS, CSAT, CES) and develop dashboards; facilitate workshops; and help embed a customer-centric culture across the organization.

Qualifications

• University degree in Administration, Marketing, Engineering or related field.
• At least 3 years of CX, service design, market insights or related experience.
• Experience in customer journey mapping and research methodologies.
• Knowledge of CX metrics (NPS, CSAT, CES, churn, LTV) and feedback programs.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to work cross-functionally and in multicultural environments.
• Experience with CX tools, journey mapping frameworks or service design methodologies.
• Data analysis/visualization with Excel, Power BI or Tableau.
• Experience facilitating workshops and stakeholder interviews.
• Healthcare/medtech or highly regulated industries is a plus.

Responsibilities

• Map and analyze end-to-end customer journeys across channels and touchpoints.
• Identify pain points and opportunities based on qualitative and quantitative insights.
• Support design and implementation of CX initiatives.
• Analyze customer feedback data (NPS, surveys, and other insights) to identify trends and actions.
• Collaborate with cross-functional teams to implement CX improvements.
• Support development and tracking of CX metrics and dashboards.
• Facilitate workshops and working sessions to gather insights and align stakeholders.
• Contribute to a customer-centric organizational culture.
• Document processes, journeys and best practices in CX.

Skills

CX metrics

Stakeholder management

Cross-functional teamwork

Workshop facilitation

Communication skills

Multicultural collaboration

Problem solving

Analytical thinking

Data visualization

Education

Bachelor's degree in Administration, Marketing, Engineering or related

Tools

Excel

Power BI

Tableau

CX tools / journey mapping

Job description

Senior Customer Experience (CX) Specialist Argentina

Flexible Work Arrangement

Buenos Aires, Ciudad Autónoma de Buenos Aires, Argentina

Full time

R70229

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 95,000 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.

A Day in the Life El Especialista en Customer Experience (CX) es responsable de analizar y mejorar la experiencia del cliente a lo largo de todo el journey, identificando puntos de dolor y oportunidades de mejora, y apoyando el diseño e implementación de iniciativas que aumenten la satisfacción, lealtad y valor para el negocio. Es un modelo de trabajo flexible en Buenos Aires, Argentina.

• Mapear y analizar los customer journeys end-to-end a través de diferentes canales y puntos de contacto


• Identificar pain points y oportunidades de mejora basadas en insights cualitativos y cuantitativos


• Apoyar el diseño e implementación de iniciativas orientadas a mejorar la experiencia del cliente


• Analizar datos de feedback de clientes (por ejemplo NPS, encuestas y otros insights) para identificar tendencias y oportunidades de acción


• Colaborar con equipos cross-functional como Marketing, Ventas, Digital, Operaciones y Customer Support para implementar mejoras de experiencia


• Apoyar el desarrollo y seguimiento de indicadores de experiencia del cliente y dashboards de desempeño


• Facilitar workshops y sesiones de trabajo para recopilar insights y alinear stakeholders


• Contribuir al desarrollo de una cultura organizacional centrada en el cliente


• Documentar procesos, customer journeys y buenas prácticas de experiencia del cliente

Conocimientos y experiencia necesarios:

• Título universitario en Administración, Marketing, Ingeniería o áreas relacionadas (Ya culminado y con titulo)


• Tres años de experiencia en Customer Experience (CX), Service Design, Insights de mercado, consultoría o áreas similares


• Experiencia en customer journey mapping y metodologías de investigación de clientes


• Conocimiento de métricas de CX como NPS, CSAT, CES, churn, LTV y programas de feedback de clientes


• Fuertes habilidades analíticas y de resolución de problemas


• Excelentes habilidades de comunicación y gestión de stakeholders


• Capacidad para trabajar en entornos cross-functional y multiculturales


• Experiencia con herramientas de CX, frameworks de journey mapping o metodologías de service design


• Conocimiento de herramientas de análisis y visualización de datos (por ejemplo Excel, Power BI o Tableau)


• Experiencia facilitando workshops y entrevistas con stakeholders


• Experiencia en industrias de salud, medtech o sectores altamente regulados es un plus

Benefits & Compensation: 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).

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.

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.