Principal Customer Experience Specialist – Service & Repair

• 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 identify improvement opportunities and root causes
• Translate insights into clear priorities, action plans, and measurable outcomes at regional and local levels
• Drive and coordinate cross-functional improvement initiatives, ensuring clear ownership, governance, accountability, and successful delivery
• Measure and communicate the impact of improvement initiatives through dashboards, executive reporting, and performance metrics
• Represent Customer Care in regional Customer Experience forums and ensure customer insights inform broader Service & Repair priorities
• Partner with digital transformation teams to improve adoption of customer-facing tools and self-service solutions
• Promote a customer-centric culture by sharing best practices and coaching teams on continuous improvement and customer experience principles

• Bachelor's or advanced degree
• Fluent English communication skills
• 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 develop actionable insights and measurable improvements
• Experience leading cross-functional initiatives and influencing stakeholders without direct authority
• Experience applying structured problem-solving, root-cause analysis, project management, and change management methodologies
• Experience developing executive-level reports, presentations, and dashboards
• Preferred: Experience in healthcare, medical technology, life sciences, technical service, or another regulated industry
• Preferred: Experience in Customer Care, contact centre, or Service & Repair operations within a global organisation
• Preferred: Knowledge of customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologies
• Preferred: Experience driving adoption of digital customer solutions, including portals, self-service tools, CRM, automation, or AI-enabled technologies
• Preferred: Additional European language skills
• Preferred: Willingness to travel within EMEA as required

• Competitive Salary and flexible Benefits Package
• Wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage
• Short-term incentive called the Medtronic Incentive Plan (MIP)
• Flexible Work Arrangement