Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement

Job description

We anticipate the application window for this opening will close on - 29 Oct 2026 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 LifeAt Medtronic, we are driven by our Mission to alleviate pain, restore health, and extend life for millions of people around the world. Our Customer Experience & Enablement organization plays a critical role in delivering exceptional experiences for customers while supporting the business systems, capabilities, and operations that help bring life-changing therapies to patients. As the Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement, you will define and lead the digital and AI vision for Global Customer Care & Order Operations. Reporting to the Vice President of Customer Care & Order Operations, this strategic leader will accelerate the transformation of customer engagement, service delivery, and order-to-cash operations through artificial intelligence, intelligent automation, digital platforms, and data-driven innovation. This highly visible enterprise leadership role partners closely with Digital & AI, IT, Data & Analytics, Commercial, Supply Chain, and customer-facing teams to translate strategy into scalable capabilities that improve customer experiences, employee effectiveness, operational performance, and business outcomes. This strategic transformation leadership role offers location flexibility, including remote work arrangements, based on business needs and candidate qualifications. The role requires up to 25% global travel to Medtronic Operational Headquarters, customer locations, and Medtronic sites worldwide to support strategic initiatives, foster stakeholder engagement, and drive business objectives. In this role, you will serve as the strategic leader responsible for shaping and executing the long-term AI and digital transformation agenda for Global Customer Care & Order Operations. You will identify opportunities to modernize customer experiences, improve operational efficiency, and create scalable digital capabilities that enable future growth. Success in this position requires a proven ability to lead enterprise transformation initiatives, influence senior executives, build organizational capability, and deliver measurable business results through innovation and technology adoption. As the Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement, you will: Define and execute the global AI and digital transformation strategy for Customer Care & Order Operations, translating business priorities into a multi-year roadmap and investment agenda. Reimagine customer and employee experiences through AI-enabled self-service, digital assistants, intelligent workflows, predictive insights, and personalized engagement. Lead the simplification, standardization, and automation of end-to-end customer care and order-to-cash processes to improve service, productivity, scalability, and cost to serve. Own the business strategy and priorities for customer-facing digital platforms. Establish responsible AI governance, performance measures, and value-realization frameworks that connect digital investments to customer, employee, operational, and financial outcomes. Partner across Digital and AI, IT, Data & Analytics, Commercial, and Supply Chain to deliver secure, integrated capabilities and drive adoption through change leadership and workforce enablement. Required Qualifications To be considered for this role, please ensure these minimum requirements are clearly reflected on your resume: Bachelor's degree required. Minimum of 15 years of relevant experience with 10+ years of managerial experience; or an advanced degree with a minimum of 13 years of relevant experience and 10+ years of managerial experience. Demonstrated experience leading enterprise digital transformation, AI strategy, customer experience, or operational transformation initiatives within a complex global organization. Proven ability to lead large-scale cross-functional transformation efforts. Preferred Qualifications Advanced degree in business, technology, engineering, data science, or a related field. Deep knowledge of generative AI, conversational AI, machine learning, intelligent automation, workflow orchestration, predictive analytics, and digital product management. Experience transforming customer care, contact center, order-to-cash, shared services, or other large-scale customer support operations. Track record of translating emerging technology capabilities into measurable customer, employee, operational, and financial value. Experience establishing AI governance frameworks, responsible-use practices, performance metrics, and value-realization models. Strong strategic, analytical, and problem-solving capabilities. Demonstrated success leading organizational change, building capabilities, and driving adoption of new technologies and digital ways of working. Excellent executive communication, presentation, and stakeholder management skills. Experience working within a highly matrixed multinational organization. For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is 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. The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. U.S. Work Authorization & Sponsorship At Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment. ‌ 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 Ask