Senior Manager, Digital Insights & CX Analytics

Abbott Laboratories; Northern (KY); Hybrid; USD 129,000 - 259,000; Full time

Benefits offered by this job

Health benefits

Competitive pay

Job summary

Abbott Laboratories in the United States (Illinois) seeks a Senior Manager, Digital Insights and Analytics to elevate the customer experience through advanced insights and analytics. You will own the CEI, scale VoC capabilities, and drive customer-centered improvements across marketing, product, and digital teams.

You will lead journey mapping, leverage AI/predictive analytics, and partner with cross-functional teams to implement data-driven CX enhancements that align with business goals.

Qualifications

• Bachelor’s degree in Marketing, Business Analytics, or a related field.
• 10+ years of experience in 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.

Responsibilities

• 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.

Skills

CX leadership

Data analytics

Stakeholder influence

Journey mapping

VoC program design

AI/predictive analytics

Education

Bachelor’s degree in Marketing/Business Analytics

Tools

Google Analytics

VoC platforms

Marketing automation

Job description

Abbott Laboratories in the United States (Illinois) seeks a Senior Manager, Digital Insights and Analytics to elevate the customer experience through advanced insights and analytics. You will own the CEI, scale VoC capabilities, and drive customer-centered improvements across marketing, product, and digital teams.

You will lead journey mapping, leverage AI/predictive analytics, and partner with cross-functional teams to implement data-driven CX enhancements that align with business goals.