EMEA Customer Experience & Service Lead

Medtronic; Heerlen; On-site; EUR 77,000 - 115,000; Full time

Benefits offered by this job

Short-term incentive (MIP)

Job summary

Medtronic, a global leader in healthcare technology, seeks a Principal S&R Customer Experience Specialist to drive customer experience improvements across the EMEA region. You will leverage feedback, journey data and performance metrics to shape priorities, coordinate cross-functional initiatives and deliver measurable business impact.

You will lead NPS/VoC programs, develop executive-level dashboards, and partner with digital transformation teams to advance customer-facing solutions while

Qualifications

• Bachelor's or advanced degree required.
• Fluent English communication skills.
• Experience in Customer Experience, Customer Care, Service Operations, or related field.
• Experience leading CX, NPS, VoC initiatives across multiple teams or markets.
• Ability to analyse customer and operational data to drive improvements.
• Experience in cross-functional initiatives and stakeholder influence.
• Experience creating executive-level reports, presentations, and dashboards.

Responsibilities

• Lead CX improvements across EMEA for Service & Repair Customer Care.
• Analyse feedback, journey data, complaints and metrics to identify improvements.
• Translate insights into priorities, plans and measurable outcomes.
• Coordinate cross-functional initiatives with governance and ownership.
• Measure impact via dashboards and executive reporting.
• Represent Customer Care in regional forums and inform priorities.
• Partner with digital teams to improve adoption of self-service tools.

Skills

Fluent English

Customer Experience

NPS / VoC programs

Data analysis

Cross-functional leadership

Problem solving

Executive reporting

Education

Bachelor's degree

Job description

Medtronic, a global leader in healthcare technology, seeks a Principal S&R Customer Experience Specialist to drive customer experience improvements across the EMEA region. You will leverage feedback, journey data and performance metrics to shape priorities, coordinate cross-functional initiatives and deliver measurable business impact.

You will lead NPS/VoC programs, develop executive-level dashboards, and partner with digital transformation teams to advance customer-facing solutions while