Principal Customer Experience Specialist
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Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.
A Day in the Life
As we continue to strengthen our in-house Service & Repair Customer Care organisation, we are seeking a Principal S&R Customer Experience Specialistto lead Customer Experience improvement across the EMEA region.
In this senior individual contributor role, you will leverage customer feedback, operational performance data, and customer journey insights to drive improvements that enhance customer satisfaction, optimise service delivery, and support digital transformation initiatives. Working across countries and functions, you will influence priorities, align stakeholders, and ensure measurable business impact.
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 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 principlesRequired Experience
Bachelor's or advanced degree Fluent English communication skills Experience in Customer Experience, Customer Care, Service Operations, Continuous Improvement, or a related field Leading Customer Experience, NPS, VoC, or customer journey improvement programmes across multiple teams, functions, or markets Analysing customer and operational data to develop actionable insights and measurable improvements Leading cross-functional initiatives and influencing stakeholders without direct authority Applying structured problem-solving, root-cause analysis, project management, and change management methodologies Developing executive-level reports, presentations, and dashboardsPreferred Qualifications
Experience in healthcare, medical technology, life sciences, technical service, or another regulated industry Experience in Customer Care, email addresses.Medtronic will never ask for
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