Sr Manager, Customer Experience Strategy

Abbott (abbottcareers2 board); Madison (WI); On-site; USD 140,000 - 180,000; Full time

Job summary

Abbott is seeking a Sr. Manager, Customer Experience Strategy within the Precision Oncology Business Unit. You will bring the voice of the oncology customer into planning, prioritization, and solution development, shaping strategy across channels and touchpoints.

You will map end-to-end journeys, define moments that matter, and collaborate with IT, Commercial, Medical Affairs, and Product teams to improve workflows and patient care while traveling 25-50% as needed.

Qualifications

• Bachelor’s degree in business, healthcare, life sciences, or related field.
• 7+ years of progressive healthcare, oncology, or life sciences experience.
• 4+ years in oncology clinics or health system settings (customer environments).
• Strong analytical and problem-solving skills with the ability to tie frontline experience to data.

Responsibilities

• Represent CX within Precision Oncology, ensuring customer considerations shape strategy, priorities, and solutions.
• Advise senior leaders in planning and cross-functional forums with a customer-grounded perspective.
• Serve as CX SME on oncology customer workflows and end-to-end journeys across channels and touchpoints.
• Engage directly with oncology practices to understand needs, workflows, and measures of success.
• Collaborate with Commercial, Marketing, Medical Affairs, Product, Lab Operations, and Revenue Cycle to align CX with business goals.
• Translate customer insights into CX strategies and prioritized initiatives using metrics and feedback.

Skills

Analytical skills

Healthcare industry experience

Oncology experience

Data-driven decision making

Stakeholder management

Education

Bachelor's degree in business/healthcare

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 your 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.
• An excellent retirement savings plan with a high employer contribution.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company recognized as one of the best big companies to work for, as well as one of the best places to work for diversity, working mothers, female executives, and scientists.

The Opportunity

The Sr. Manager, Customer Experience Strategy reports to the Director, Customer Strategy & Insights and brings the voice of the oncology customer into planning, prioritization, and solution development for the Precision Oncology Business Unit. This role represents Customer Experience strategy, product, and insights within leadership forums so that customer considerations shape strategy and decision-making. They define end-to-end journeys, identify moments that matter, and ensure customer-appropriate execution across channels, products, and touchpoints.

The Sr. Manager, Customer Experience Strategy serves as the CX team's subject matter expert on how oncology customers interact with Abbott across end-to-end experience for all products in the Precision Oncology portfolio. This role develops a deep understanding of the workflows, challenges, and needs of oncologists, pathologists, advanced practice providers, nurses, delegates, practice administrators, laboratory staff, and support teams as they engage with Precision Oncology products and services. They will establish scalable approaches for capturing and synthesizing real-world customer insights through journey mapping, field observations, customer interviews, operational data, workflow analysis, and customer support interactions.

What You'll Work On

• Represent Customer Experience within Precision Oncology, serving as the voice of the customer and ensuring customer experience considerations are reflected in business strategy, priorities, operational decisions, and customer-facing solutions.
• Act as trusted advisor to Precision Oncology and IT/CX senior leaders in planning and cross-functional forums, providing objective, customer-grounded perspective that shapes strategic decisions.
• Serve as the CX subject matter expert on Precision Oncology customer workflows and end-to-end journeys across channels and touchpoints for all products in the portfolio.
• Engage directly with oncology practices and staff to understand their needs, workflows, and measures of success; develop and maintain expertise on how clinical teams interact with our products and services, and articulate customer needs back to the business (expected travel 25-50%).
• Facilitate cross-functional alignment to drive execution of CX strategies and workflow improvements: Partner with Commercial, Marketing, Medical Affairs, Product, Lab Operations, and Revenue Cycle to define customer strategy, prioritize opportunities, and ensure solutions align with real-world customer workflows and business objectives.
• Translate customer insights into CX strategies, business cases, and prioritized initiatives that improve outcomes while driving measurable business value using operational metrics, customer feedback, adoption data, and service measures.
• Use operational metrics, feedback, and adoption data to identify barriers, friction points, and opportunities across the experience, including ordering, specimen management, reimbursement support, results delivery, customer care, and digital channels such as ESPH, Epic, fax, paper TRFs, and emerging digital capabilities.

Required Qualifications

• Bachelors Degree in business, healthcare, life sciences, human centered design, or a related field, as outlined in the essential duties.
• 7+ years of progressive experience within healthcare delivery, oncology, diagnostics, and/or life sciences.
• 4+ years working within oncology clinics, pathology groups, infusion centers, or health system departments (customer environments).
• Strong analytical and problem-solving skills, including the ability to combine frontline experience with data (e.g., turnaround times, ordering patterns, utilization) to drive decisions.
• Proven ability to identify inefficiencies and friction in real-world oncology clinical or operational settings and implement or inform changes that improve throughput, coordination, and overall workflow performan