Principal Customer Experience Specialist - Service & Repair EMEA

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

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 |

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