Principal Customer Experience Specialist – Service & Repair

This is a fully remote position, open to applicants in Netherlands, +4 more countries.

📋 Description

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

• Analyze customer feedback, journey data, complaints, and operational performance metrics to pinpoint opportunities for improvement and identify root causes.

• Convert insights into clear priorities, action plans, and measurable outcomes at both regional and local levels.

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

• Measure and communicate the impact of improvement initiatives through dashboards, executive reports, and performance metrics.

• Represent Customer Care in regional Customer Experience forums, ensuring that customer insights shape broader Service & Repair priorities.

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

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

⛳️ Requirements

• Bachelor's degree or higher.

• Proficient in English communication.

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

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

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

• Demonstrated capability in leading cross-functional initiatives and influencing stakeholders without direct authority.

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

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

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

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

• Preferred: Additional proficiency in European languages.

• Preferred: Willingness to travel within EMEA as required.

🏝️ Benefits

• Competitive salary and a flexible benefits package.

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

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

• Flexible work arrangement.