Senior CX & Service Quality Specialist - EMEA

Eci Kids; Madrid; Remote; EUR 62,000 - 93,000; Full time

Job summary

Medtronic invites applications for a Principal S&R Customer Experience Specialist to lead CX improvements across the EMEA region within our Service & Repair organization. This senior individual contributor role leverages feedback, journey insights, and performance data to drive measurable improvements in satisfaction and service delivery.

Based in Madrid with flexible work arrangement, you will collaborate across countries, influence stakeholders, and partner with digital teams to enhance

Qualifications

• Bachelor’s or advanced degree in a relevant field.
• Fluent English communication.
• 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.
• 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

Bachelor's degree

Fluent English

CX experience

NPS programs

VoC programs

Data analysis

Cross-functional leadership

Executive reporting

Education

Bachelor's or advanced degree

Job description

Medtronic invites applications for a Principal S&R Customer Experience Specialist to lead CX improvements across the EMEA region within our Service & Repair organization. This senior individual contributor role leverages feedback, journey insights, and performance data to drive measurable improvements in satisfaction and service delivery.

Based in Madrid with flexible work arrangement, you will collaborate across countries, influence stakeholders, and partner with digital teams to enhance