Principal Customer Experience Specialist - Service & Repair EMEA

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.

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.

• →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

• 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

• 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

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. 

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