EMEA CX Improvement Lead - Service & Repair

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

Benefits offered by this job

Incentive plan

Job summary

Medtronic is seeking a Principal S&R Customer Experience Specialist to lead CX improvements across the EMEA region within our in-house Service & Repair Customer Care organization.

In this senior individual contributor role, you will translate feedback and performance data into prioritized action plans, partnering with regional and global teams to enhance customer satisfaction and accelerate digital transformation.

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 Customer Experience, NPS, VoC, or customer journey improvement programmes across multiple teams, functions, or markets.
• Analyzing 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

Customer Experience

NPS

VoC

Data analysis

Cross-functional collaboration

Stakeholder influence

Problem solving

Executive reporting

Education

Bachelor's or advanced degree

Tools

CRM

Dashboards

Job description

Medtronic is seeking a Principal S&R Customer Experience Specialist to lead CX improvements across the EMEA region within our in-house Service & Repair Customer Care organization.

In this senior individual contributor role, you will translate feedback and performance data into prioritized action plans, partnering with regional and global teams to enhance customer satisfaction and accelerate digital transformation.