Senior Manager, Digital Insights & VoC Analytics

Abbott; Illinois; On-site; USD 129,300 - 258,700; Full time

Job summary

Abbott is looking for a Senior Manager, Digital Insights and Analytics to elevate digital customer experience through insights and analytics. You will own the enterprise Customer Experience Index (CEI) and scale Voice of Customer (VoC) capabilities to drive improvements.

The ideal candidate has over 10 years in Customer Experience and analytics, with proven leadership experience. Responsibilities include designing CX measurement frameworks, leading customer journey mapping, and applying advanced analytics to enhance customer interactions.

Qualifications

• 10+ years of experience in Customer Experience (CX), analytics, digital marketing, or related fields.
• 4+ years of leadership experience managing teams or initiatives.
• Strong analytical and problem-solving skills.

Responsibilities

• Own and evolve the enterprise Customer Experience Index (CEI).
• Drive adoption of standardized CX metrics across units.
• Design and operationalize a closed-loop Voice of Customer program.

Skills

Customer Experience (CX)

Analytics

Digital Marketing

Leadership

Problem-solving

Communication

Education

Bachelor’s degree in Marketing, Business Analytics, or related field

Tools

Google Analytics

VoC platforms

Job description

Abbott is looking for a Senior Manager, Digital Insights and Analytics to elevate digital customer experience through insights and analytics. You will own the enterprise Customer Experience Index (CEI) and scale Voice of Customer (VoC) capabilities to drive improvements.

The ideal candidate has over 10 years in Customer Experience and analytics, with proven leadership experience. Responsibilities include designing CX measurement frameworks, leading customer journey mapping, and applying advanced analytics to enhance customer interactions.