Senior Genesys Cloud CX Consultant EMEA

Ayesa Digital; Madrid; Hybrid; EUR 90,000 - 150,000; Full time

Job summary

Medtronic is seeking a Principal Customer Experience Specialist - Service & Repair EMEA to drive CX initiatives across the EMEA region, improving NPS and VoC scores. You will analyze feedback and operational data, translate insights into priorities, and coordinate cross-functional improvements with regional teams.

You will collaborate with digital transformation, coach teams on CX principles, and promote a customer-centric culture, contributing to safer, more effective healthcare solutions.

Qualifications

• Bachelor's or advanced degree.
• Fluent English communication skills.
• Experience in Customer Experience, Customer 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

Cross-functional collaboration

Customer journey analysis

Dashboard reporting

Education

Bachelor's degree or advanced degree

Tools

CRM software

Data analytics tools

Job description

Medtronic is seeking a Principal Customer Experience Specialist - Service & Repair EMEA to drive CX initiatives across the EMEA region, improving NPS and VoC scores. You will analyze feedback and operational data, translate insights into priorities, and coordinate cross-functional improvements with regional teams.

You will collaborate with digital transformation, coach teams on CX principles, and promote a customer-centric culture, contributing to safer, more effective healthcare solutions.