EMEA Customer Experience Lead – Service & Repair

Multikidscrossing; Madrid; Hybrid; EUR 62,000 - 93,000; Full time

Job summary

Medtronic is seeking a Principal S&R Customer Experience Specialist to lead CX improvement across the EMEA region. The role focuses on NPS and VoC programs, analyzing feedback and turning insights into action plans across multiple markets.

The candidate will partner with cross-functional teams, manage dashboards and executive reporting, and promote customer-centric practices while traveling within EMEA as needed. Madrid or other European locations are acceptable under flexible work arrangements.

Qualifications

• Bachelor's or advanced degree.
• Fluent English communication.
• Experience in CX, Care, Service Operations, Continuous Improvement, or a related field.
• Leading CX, 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.

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

Skills

Fluent English

Customer Experience

Education

Bachelor's or advanced degree

Job description

Medtronic is seeking a Principal S&R Customer Experience Specialist to lead CX improvement across the EMEA region. The role focuses on NPS and VoC programs, analyzing feedback and turning insights into action plans across multiple markets.

The candidate will partner with cross-functional teams, manage dashboards and executive reporting, and promote customer-centric practices while traveling within EMEA as needed. Madrid or other European locations are acceptable under flexible work arrangements.