Principal Customer Experience Specialist – Service & Repair

This is a fully remote position, open to applicants in Czechia, +5 more countries.

📋 Description

• Oversee the contribution of Service & Repair Customer Care to the EMEA Net Promoter Score (NPS) and Voice of the Customer (VoC) initiatives.

• Evaluate customer feedback, customer journey information, complaints, and operational performance metrics to uncover areas for improvement and underlying issues.

• Convert insights into prioritized actions, plans, and measurable results at both regional and local levels.

• Lead and coordinate cross-functional improvement projects, ensuring clear ownership, governance, accountability, and successful execution.

• Assess and report on the impact of improvement initiatives using dashboards, executive reports, and performance metrics.

• Act as a representative for Customer Care in regional Customer Experience forums, ensuring that customer insights shape wider Service & Repair strategies.

• Collaborate with digital transformation teams to enhance the adoption of customer-facing tools and self-service solutions.

• Foster a customer-centric culture by disseminating best practices and mentoring teams on continuous improvement and customer experience principles.

⛳️ Requirements

• A bachelor’s or advanced degree.

• Proficient English communication skills.

• Background in Customer Experience, Customer Care, Service Operations, Continuous Improvement, or a related discipline.

• Proven experience in leading Customer Experience, NPS, VoC, or customer journey enhancement programs across various teams, functions, or markets.

• Demonstrated experience in analyzing customer and operational data to generate actionable insights and measurable enhancements.

• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.

• Experience in applying structured problem-solving, root-cause analysis, project management, and change management techniques.

• Expertise in creating executive-level reports, presentations, and dashboards.

• Preferred: Experience in healthcare, medical technology, life sciences, technical service, or another regulated sector.

• Preferred: Background in Customer Care, contact center, or Service & Repair operations within a global organization.

• Preferred: Familiarity with customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologies.

• Preferred: Experience in promoting the adoption of digital customer solutions, including portals, self-service tools, CRM, automation, or AI-enabled technologies.

• Preferred: Proficiency in additional European languages.

• Preferred: Willingness to travel within EMEA as necessary.

🏝️ Benefits

• Competitive salary and a flexible benefits package.

• A comprehensive array of benefits, resources, and competitive compensation plans tailored to support you at every stage of your career and life.

• Short-term incentive known as the Medtronic Incentive Plan (MIP).