Senior Manager, Digital CX & Insights

Abbott Laboratories; Lewes (DE); On-site; USD 129,000 - 259,000; Full time

Benefits offered by this job

Free medical coverage for employees

Excellent retirement savings plan

Tuition reimbursement

FreeU education benefit

Career development opportunities

Job summary

Abbott is seeking a strategic, data-driven leader to elevate digital customer experience through insights and analytics. You will own the enterprise CEI and scale VoC capabilities to drive measurable, customer-centered improvements across marketing, product, and digital teams.

You will map journeys, apply AI/predictive analytics, and partner with cross-functional teams to link CX outcomes to business results, enabling an enterprise-wide insight-led approach.

Qualifications

• Bachelor’s degree in Marketing, Business Analytics or related field.
• 10+ years in CX analytics, digital marketing or related areas.
• 4+ years leading teams or enterprise initiatives.
• Experience with CX measurement frameworks at scale (CXI, NPS, CSAT).
• Experience with Voice of Customer programs and closed-loop feedback.
• Strong journey mapping, service design and friction analysis.
• Ability to translate data into measurable CX improvements.

Responsibilities

• Own and evolve the enterprise CEI with governance and reporting.
• Drive adoption of standardized CX metrics across units and channels.
• Link CX performance to business outcomes and digital goals.
• Design and operate a closed-loop VoC program.
• Integrate VoC insights into marketing, product and digital decisions.
• Lead end-to-end customer journey mapping and identify friction points.
• Apply advanced analytics and AI to anticipate needs and personalize experiences.
• Develop data-driven prioritization for CX improvements.
• Collaborate cross-functionally to define and measure impact.

Skills

CX analytics

Voice of Customer

Journey mapping

Leadership

Data visualization

Stakeholder influence

AI analytics

Marketing analytics

Problem solving

Education

Bachelor’s degree in Marketing, Business Analytics

MBA or Master’s preferred

Tools

Google Analytics

VoC platforms

Marketing automation tools

Job description

Abbott is seeking a strategic, data-driven leader to elevate digital customer experience through insights and analytics. You will own the enterprise CEI and scale VoC capabilities to drive measurable, customer-centered improvements across marketing, product, and digital teams.

You will map journeys, apply AI/predictive analytics, and partner with cross-functional teams to link CX outcomes to business results, enabling an enterprise-wide insight-led approach.