Principal Customer Experience Specialist – Service & Repair

🔥 0 minutes ago

🌐 Netherlands, Spain, +3 more countries – Remote

🇳🇱 Netherlands – Remote 🇪🇸 Spain – Remote 🇮🇹 Italy – Remote 🇵🇱 Poland – Remote 🇬🇧 United Kingdom – Remote

💵 Kč1.1M - Kč1.7M / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Medtronic

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1949

🏥 Healthcare

🏭 Manufacturing

⚕️ Healthcare Insurance

Healthcare • Manufacturing • Healthcare Insurance

Medtronic is a global leader in healthcare technology solutions, working to address the most complex and challenging medical conditions. With over 95,000 employees in more than 150 countries, the company is focused on accelerating access to healthcare technologies and advancing inclusion, diversity, and equity in healthcare. Medtronic collaborates closely with healthcare professionals to innovate and optimize treatments and therapies, thus inspiring hope and new possibilities for patients worldwide. The company's commitment to healthcare extends to its focus on impactful solutions and sustainable practices.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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