Arquitecto De Customer Journeys Y Automatización Sfmc

El Corte Ingles Group; Madrid; Híbrido; EUR 62.000 - 93.000; Jornada completa

Descripción de la vacante

Medtronic is seeking a Principal S&R Customer Experience Specialist to lead customer experience improvements across the EMEA region. You will leverage customer feedback, journey insights, and performance data to drive enhancements that boost satisfaction and optimize service delivery.

In this senior role, you will influence stakeholders across countries, champion digital transformation, and foster a customer‑centric culture while guiding cross‑functional initiatives to deliver measurable

Formación

• Fluent English communications required.
• Experience in CX, Customer Care, Service Ops or related field.
• Leading CX/NPS/VoC initiatives across teams or markets.
• Analysing customer and ops data to drive insights.
• Leading cross-functional initiatives and influencing stakeholders.

Responsabilidades

• Lead CX improvements for EMEA Service & Repair Customer Care.
• Analyze customer feedback, journey data, complaints, and performance metrics.
• Translate insights into priorities, action plans, and measurable outcomes.
• Coordinate cross‑functional initiatives with clear ownership and governance.
• Measure impact via dashboards and executive reporting.
• Represent CX in regional forums and inform broader priorities.
• Promote adoption of self‑service tools and digital transformation.

Conocimientos

Fluent English

Customer Experience

NPS

VoC

Project management

Change management

Executive reports

Educación

Bachelor's degree

Descripción del empleo

Principal Customer Experience Specialist - Service & Repair EMEA

Madrid Medtronic

Flexible Work Arrangement
Heerlen, Limburg, Netherlands
Prague, Hlavni Mesto Praha, Czech Republic
Madrid, Madrid, Spain
Milano, Lombardia, Italy
Warsaw, Mazowieckie, Poland
Watford, Hertfordshire, United Kingdom
Full time
R75619
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
As we continue to strengthen our in‑house Service & Repair Customer Care organisation, we are seeking a Principal S&R Customer Experience Specialist to lead Customer Experience improvement across the EMEA region.
In this senior individual contributor role, you will leverage customer feedback, operational performance data, and customer journey insights to drive improvements that enhance customer satisfaction, optimise service delivery, and support digital transformation initiatives. Working across countries and functions, you will influence priorities, align stakeholders, and ensure measurable business impact.
Key Responsibilities

• Lead the Service & Repair Customer Care contribution to EMEA Net Promoter Score (NPS) and Voice of the Customer (VoC) programmes
• Analyse customer feedback, customer journey data, complaints, and operational performance metrics to identify improvement opportunities and root causes
• Translate insights into clear priorities, action plans, and measurable outcomes at regional and local levels
• Drive and coordinate cross‑functional improvement initiatives, ensuring clear ownership, governance, accountability, and successful delivery
• Measure and communicate the impact of improvement initiatives through dashboards, executive reporting, and performance metrics
• Represent Customer Care in regional Customer Experience forums and ensure customer insights inform broader Service & Repair priorities
• Partner with digital transformation teams to improve adoption of customer‑facing tools and self‑service solutions
• Promote a customer‑centric culture by sharing best practices and coaching teams on continuous improvement and customer experience principles

Required Experience

• Bachelor's or advanced degree
• Fluent English communication skills
• Experience in Customer Experience, Customer Care, Service Operations, Continuous Improvement, or a related field
• Leading Customer Experience, NPS, VoC, or customer journey improvement programmes across multiple teams, functions, or markets
• Analysing customer and operational data to develop actionable insights and measurable improvements
• Leading cross‑functional initiatives and influencing stakeholders without direct authority
• Applying structured problem‑solving, root‑cause analysis, project management, and change management methodologies
• Developing executive‑level reports, presentations, and dashboards

Preferred Qualifications

• Experience in healthcare, medical technology, life sciences, technical service, or another regulated industry
• Experience in Customer Care, contact centre, or Service & Repair operations within a global organisation
• Knowledge of customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologies
• Experience driving adoption of digital customer solutions, including portals, self‑service tools, CRM, automation, or AI‑enabled technologies
• Additional European language skills
• Willingness to travel within EMEA as required

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.
Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Czechia: 1,140,000.00 CZK - 1,710,000.00 CZK | Italy: 61,600.00 EUR - 92,400.00 EUR | Netherlands: 76,880.00 EUR - 115,320.00 EUR | Poland: 206,400.00 PLN - 309,600.00 PLN | Spain: 62,000.00 EUR - 93,000.00 EUR | United Kingdom: 60,560.00 GBP - 90,840.00 GBP |
The final salary within this range will be determined based on objective, job‑related criteria, including relevant experience, skills and qualifications, in accordance with our compensation framework.
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