Academy Customer Experience Lead (R72392)

Medtronic plc; Bogotá; Híbrido; COP 120.000.000 - 180.000.000; Jornada completa

Descripción de la vacante

Medtronic plc seeks an Academy Services CX Lead to act as the customer experience SME across the Americas and EMEA, designing, governing, and optimizing digital learning experiences within the Medtronic Academy ecosystem. This role combines CX consulting, journey design, analytics, and governance to drive scalable learning solutions.

Based in Bogotá with a flexible working model, the role requires strong stakeholder influence, analytics, and experience in digital education and LMS platforms.

Formación

• High School Diploma or equivalent with six years of relevant experience in a clinical lab setting, clinical training, or healthcare industry.
• 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, 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.
• Experience using Totara, AEM, Adobe Analytics or similar tools.

Responsabilidades

• Partner with Operating Units to understand business objectives and design digital learning journeys.
• Define, maintain, and enforce customer experience standards across Medtronic Academy.
• Analyze learner engagement and content performance to identify optimization opportunities.
• Develop reporting frameworks and dashboards for customer experience measurement.
• Lead continuous improvement initiatives and cross-functional optimization projects.

Conocimientos

Customer experience

Journey design

Analytics

Stakeholder management

Governance

LMS & analytics tools

Totara/AEM

Jira/Miro

English fluency

Educación

High School Diploma or equivalent

clinical training or healthcare experience

Herramientas

Totara

AEM

Adobe Analytics

Jira

Miro

Descripción del empleo

A Day in the Life

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 (Associate's 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.

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). We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. We change lives. Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. We build extraordinary solutions as one team. With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. This life-changing career is yours to engineer. By bringing your ambitious ideas, unique perspective and contributions, you will… Build a better future, amplifying your impact on the causes that matter to you and the world Grow a career reflective of your passion and abilities Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning These commitments set our team apart from the rest: Experiences that put people first. Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. Life-transforming technologies. No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. Better outcomes for our world. Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. Insight-driven care. Fresh viewpoints. Cutting-edge AI, data, and automation. You’re shaping the future of healthcare technology and defining the next generation of breakthroughs in care.

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. For sales reps and other patient facing field employees, going into a healthcare settingis considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here.