Principal Customer Experience Specialist - Service & Repair EMEA

Bij Medtronic kunt u een levenslange carrière van ontdekking en innovatie beginnen en tegelijk toegang tot gezondheidszorg en een gelijke behandeling voor iedereen bevorderen.

As we continue to strengthen our in-house Service & Repair Customer Care organisation, we are seeking a Principal S&R Customer Experience Specialist to 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.

• Flexibele werkregeling
• Heerlen, Limburg, Netherlands
• Prague, Hlavni Mesto Praha, Czech Republic
• Madrid, Madrid, Spain
• Milano, Lombardia, Italy
• Warsaw, Mazowieckie, Poland
• Voltijd

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 principles

Required 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 dashboards

Preferred Qualifications

• Experience in healthcare, medical technology, life sciences, technical service, or another regulated industry
• Experience in Customer Care, contact centre, or Service & Repair operations within a global organisation
• Knowledge of customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologies
• Experience driving adoption of digital customer solutions, including portals, self-service tools, CRM, automation, or AI-enabled technologies
• Additional European language skills
• Willingness to travel within EMEA as required

Secundaire arbeidsvoorwaarden en compensatie

Medtronic biedt een competitief salaris en een flexibel pakket secundaire arbeidsvoorwaarden
Betrokkenheid bij onze werknemers behoort tot onze kernwaarden. We waarderen hun bijdragen. Ze delen in het succes waar ze aan bijdragen. We bieden een breed scala aan secundaire arbeidsvoorwaarden, middelen en aantrekkelijke compensatieregelingen die zijn ontworpen om u in elke carrière- en levensfase te ondersteunen.

• Czechia: 1,140,000.00 CZK - 1,710,000.00 CZK
• Italy: 61,600.00 EUR - 92,400.00 EUR
• Netherlands: 76,880.00 EUR - 115,320.00 EUR
• Poland: 206,400.00 PLN - 309,600.00 PLN
• Spain: 62,000.00 EUR - 93,000.00 EUR
• United Kingdom: 60,560.00 GBP - 90,840.00 GBP

The final salary within this range will be determined based on objective, job-related criteria, including relevant experience, skills and qualifications, in accordance with our compensation framework.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

Voor verkopers en andere veldmedewerkers die te maken krijgen met patiënten, behoort het betreden van een zorgomgeving tot de onmisbare onderdelen van het werk. We verwachten daarom van onze werknemers dat ze voldoen aan alle certificeringsvereisten in de ziekenhuizen of klinieken die ze van dienst zijn.