Principal Customer Experience Specialist - Service & Repair EMEA

About the role

Medtronic is strengthening its in-house Service & Repair Customer Care organisation and is looking for a Principal S&R Customer Experience Specialist to lead Customer Experience improvement across the EMEA region. This is a senior individual contributor role that uses customer feedback, operational performance data and customer journey insights to improve customer satisfaction, optimise service delivery and support digital transformation. The role works across countries and functions, influencing priorities and aligning stakeholders.

Key responsibilities

• Lead the Service & Repair Customer Care contribution to EMEA Net Promoter Score (NPS) and Voice of the Customer (VoC) programmes
• Analyse customer feedback, customer journey data, complaints and operational performance metrics to find improvement opportunities and root causes
• Turn insights into clear priorities, action plans and measurable outcomes at regional and local levels
• Drive and coordinate cross-functional improvement initiatives with clear ownership, governance and accountability
• Measure and communicate the impact of initiatives through dashboards, executive reporting and performance metrics
• Represent Customer Care in regional Customer Experience forums and partner with digital transformation teams on customer-facing tools and self-service solutions
• Promote a customer-centric culture by sharing best practices and coaching teams on continuous improvement

Required profile

• Bachelor's or advanced degree
• Fluent English
• Experience in Customer Experience, Customer Care, Service Operations, Continuous Improvement or a related field
• Experience leading Customer Experience, NPS, VoC or customer journey improvement programmes across multiple teams, functions or markets
• Experience analysing customer and operational data to build actionable insights
• Experience leading cross-functional initiatives and influencing stakeholders without direct authority
• Preferred: healthcare, medical technology, life sciences or technical service background; knowledge of customer journey mapping, service design, Lean, Six Sigma; experience driving adoption of digital customer solutions (portals, self-service tools, CRM, automation, AI); additional European languages; willingness to travel within EMEA

Required skills

• Structured problem-solving, root-cause analysis, project management and change management methodologies
• Executive-level reporting, presentations and dashboards

What we offer

• A competitive salary and a flexible benefits package
• Eligibility for the Medtronic Incentive Plan (MIP)