Digital Insights and Analytics Senior Manager

Thornton Tomasetti; United States; On-site; USD 129,000 - 259,000; Full time

Job summary

Abbott is seeking a Senior Manager, Digital Insights and Analytics to elevate the enterprise Customer Experience Index (CEI) and scale Voice of Customer capabilities. You will own methodology, governance, and reporting, while connecting CX to business outcomes and digital transformation goals.

You will design closed-loop VoC programs, lead journey mapping, and apply advanced analytics with AI to prioritize CX improvements and influence senior stakeholders across marketing, product, and digital

Qualifications

• Bachelor’s degree in Marketing, Analytics, or related field.
• 10+ years in CX, analytics, digital marketing, or related fields.
• 4+ years of leadership experience.
• Experience implementing CX measurement frameworks at scale (CXI, NPS, CSAT).
• Experience designing and managing VoC programs.
• Strong knowledge of customer journey mapping and friction analysis.
• Ability to translate data into measurable CX improvements.
• Strong analytical skills and problem-solving with structured/unstructured data.
• Experience with analytics tools like Google Analytics and marketing automation.
• Excellent communication to influence senior stakeholders.

Responsibilities

• Own and evolve the enterprise CEI, including methodology, governance, and reporting.
• Drive adoption of standardized CX metrics across units and channels.
• Link customer experience to business outcomes and digital goals.
• Design and operationalize a closed-loop VoC program.
• Integrate VoC insights into decision-making across marketing, product, and digital teams.
• Lead end-to-end customer journey mapping and identify friction points.
• Apply advanced analytics, AI, and predictive modeling to anticipate needs.
• Develop a data-driven prioritization framework for CX improvements.
• Partner cross-functionally to define and measure CX impact.
• Enable monitoring and reporting across digital touchpoints.
• Influence stakeholders and drive CX best-practice adoption.

Skills

CX analytics

VoC programs

Journey mapping

Stakeholder mgmt

Executive communication

Marketing tools

Leadership

Education

Bachelor's degree in Marketing or Analytics

Tools

Google Analytics

VoC platforms

Marketing automation tools

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life.

You’ll also have access to:

• Career development with an international company where you can grow the career you dream of .
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity Abbott is seeking a strategic and data-driven leader to elevate our digital customer experience through advanced insights and analytics. As the Senior Manager, Digital Insights and Analytics, you will own and evolve our enterprise Customer Experience Index (CEI) while scaling Voice of Customer (VoC) capabilities to drive measurable, customer-centered improvements. This role is critical in embedding a unified, insight-led approach across the organization to enhance engagement, satisfaction, and business outcomes.

What you’ll work on

• Own and evolve the enterprise Customer Experience Index (CEI), including methodology, governance, and reporting
• Drive adoption of standardized CX metrics and measurement frameworks across business units and channels
• Establish linkage between customer experience performance, business outcomes, and digital transformation goals
• Design and operationalize a closed-loop Voice of Customer (VoC) program
• Integrate VoC insights into decision-making across marketing, product, and digital teams
• Lead end-to-end customer journey mapping and identify friction points and moments that matter
• Apply advanced analytics, AI, and predictive modeling to anticipate customer needs and personalize experiences
• Develop and implement a data-driven prioritization framework for CX improvements
• Partner cross-functionally to define, execute, and measure the impact of experience enhancements
• Enable monitoring and reporting across digital channels and customer touchpoints
• Influence stakeholders and drive adoption of CX best practices across the enterprise

Required Qualifications

• Bachelor’s degree in Marketing, Business Analytics, or a related field
• 10+ years of experience in Customer Experience (CX), analytics, digital marketing, consulting, or related fields
• 4+ years of leadership experience managing teams or driving enterprise initiatives
• Proven experience implementing CX measurement frameworks (e.g., CXI, NPS, CSAT) at scale
• Experience designing and managing Voice of Customer programs and closed-loop feedback systems
• Strong expertise in customer journey mapping, service design, and friction point analysis
• Demonstrated ability to translate data and insights into measurable CX improvements
• Strong analytical and problem-solving skills, including working with structured and unstructured data
• Experience with analytics and marketing tools (e.g., Google Analytics, VoC platforms, marketing automation tools)
• Excellent communication skills with the ability to influence senior stakeholders

Preferred Qualifications

• Advanced degree (MBA or Master’s) in a relevant field
• Experience applying AI, machine learning, or predictive analytics to customer experience optimization
• Background working in complex, matrixed, or global organizations
• Familiarity with digital transformation initiatives and omnichannel engagement strategies
• Experience with agile methodologies and project management frameworks
• Strong change management experience driving cross-functional alignment and adoption
• High level of business acumen with a results-oriented mindset
• Collaborative, adaptable, and comfortable operating in fast-paced environments

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.

Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $129,300.00 – $258,700.00 In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Marketing Support DIVISION: PA Public Affairs LOCATION: United States > Abbott Park : AP06D ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable

• SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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