Senior Customer Experience (CX) Specialist

CO1 Medtronic Colombia S.A.; Bogotá; Híbrido; COP 90.000.000 - 130.000.000; Jornada completa

Descripción de la vacante

Medtronic Colombia S.A. in Bogotá is seeking a Senior Customer Experience Specialist to analyze and enhance the end-to-end customer journey across channels, identifying pain points and opportunities to increase satisfaction and loyalty.

You will collaborate with Marketing, Sales, Digital, Operations, and Customer Support to design and implement CX initiatives, monitor KPIs, and foster a customer-centric culture while advancing healthcare solutions.

Formación

• Bachelor’s degree in business administration, Marketing, or Engineering.
• 3+ years of experience in Customer Experience, Service Design, Market Insights, or related areas.
• Experience with customer journey mapping and research methodologies.
• Knowledge of CX metrics (NPS, CSAT, CES, churn, LTV) and customer feedback programs.
• Experience with CX platforms or journey mapping frameworks.
• Experience with data analysis and visualization tools (Excel, Power BI, Tableau).
• Experience facilitating workshops and stakeholder interviews.
• Healthcare/MedTech experience is advantageous.

Responsabilidades

• 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, surveys) to identify trends and actionable opportunities.
• Collaborate with cross-functional teams to implement customer experience improvements.
• Support the development, monitoring, and reporting of CX KPIs and 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 CX best practices.

Conocimientos

Customer Experience

Service Design

Market Insights

Consulting

Workshop Facilitation

Data analysis

Educación

Bachelor’s degree in business administration, Marketing, Engineering

Herramientas

Microsoft Excel

Power BI

Tableau

Descripción del empleo

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

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. We’re purposeful. We’re committed. And we’re 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

• 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

• Bachelor’s 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 advantageous

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.

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