Principal Customer Experience Specialist - Service & Repair EMEA

PPD Medtronic Poland Sp. z o.o.; Heerlen; On-site; EUR 77,000 - 115,000; Full time

Job summary

Medtronic is seeking a Principal S&R Customer Experience Specialist to lead Customer Experience improvements across the EMEA region. In this senior role, you will leverage feedback, performance data, and journey insights to drive improvements that enhance satisfaction and service delivery.

You will collaborate across countries and functions, influencing priorities and ensuring measurable business impact while working to support digital transformation initiatives and a customer-centric

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.
• 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 EMEA NPS and VoC programmes for Service & Repair Customer Care.
• Analyse customer feedback and journey data to identify improvement opportunities.
• Translate insights into priorities, action plans, and measurable outcomes.
• Coordinate cross-functional improvement initiatives with clear ownership.
• Measure impact through dashboards and executive reporting.
• Represent Customer Care in regional forums and inform broader priorities.
• Partner with digital transformation teams to improve adoption of customer-facing tools.
• Promote a customer-centric culture by sharing best practices.

Skills

English proficiency

Customer Experience

NPS leadership

Cross-functional collaboration

Data analysis

Project management

Executive reporting

Education

Bachelor's degree or higher

Job description

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

A Day in the Life

As we continue to strengthen our in‑house Service & Repair Customer Care organisation, we are seeking a Principal S&R Customer Experience Specialist to lead Customer Experience improvement across the EMEA region. In this senior individual contributor role, you will leverage customer feedback, operational performance data, and customer journey insights to drive improvements that enhance customer satisfaction, optimise service delivery, and support digital transformation initiatives. Working across countries and functions, you will influence priorities, align stakeholders, and ensure measurable business impact.

Key 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

Required Experience

• 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
• 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

Preferred Qualifications

• Experience in healthcare, medical technology, life sciences, technical service, or another regulated industry
• Experience in Customer Care, contact centre, or Service & Repair operations within a global organisation
• Knowledge of customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologies
• Experience driving adoption of digital customer solutions, including portals, self‑service tools, CRM, automation, or AI‑enabled technologies
• Additional European language skills
• Willingness to travel within EMEA as required

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Czechia: 1,140,000.00 CZK - 1,710,000.00 CZK | Italy: 61,600.00 EUR - 92,400.00 EUR | Netherlands: 76,880.00 EUR - 115,320.00 EUR | Poland: 206,400.00 PLN - 309,600.00 PLN | Spain: 62,000.00 EUR - 93,000.00 EUR | United Kingdom: 60,560.00 GBP - 90,840.00 GBP | The final salary within this range will be determined based on objective, job‑related criteria, including relevant experience, skills and qualifications, in accordance with our compensation framework.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

Equal Employment Opportunity & Diversity

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

E‑Verify and Credentialing

For sales reps and other patient facing field employees, going into a healthcare settingis considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E‑Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E‑Verify program, please click here.