Principal Customer Experience Specialist - Service & Repair EMEA

Job description

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 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. Key ResponsibilitiesLead 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 ExperienceBachelor'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 QualificationsExperience 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 Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. ‌ ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at AskHR@medtronic.com. Benefits & CompensationMedtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: 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).