Divisional Vice President, Customer Experience

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, You Can Do Work That Matters, Grow, And Learn, Care For Yourself And Family, Be Your True Self And Live a Full Life. You’ll Also Have Access To

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune
• An excellent retirement savings plan with high employer contribution
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree
• Career development with an international company where you can grow the career you dream of
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists

The Opportunity
Oversee the global customer experience (CX) vision, strategy, planning, insights and customer service operations and develop best-in-class customer experience standards in the division. As a senior member of the Abbott Diabetes Care (ADC) leadership team reporting to the VP Commercial Operations, the Divisional Vice President (DVP) of CX will identify and create global programs to improve customer experience and reduce costs. Develop and implement ADC’s global customer experience strategy to deliver a seamless customer experience across all stages and touchpoints in the customer journey leading to increased customer acquisition, retention, loyalty, and profitability. Lead and hold the organization accountable to a customer-centric culture. Drive standardization and harmonization of tools and processes globally (Global-Area-Country).
Business Outcomes

• Strong customer-centric culture throughout Abbott Diabetes Care (ADC).
• Strong omni-channel presence and brand representation, with high brand integrity across all campaigns, marketing initiatives and communications.
• Fully integrated, responsive, omni-channel customer experience Center of Expertise.
• Analytics-driven marketing campaigns that differentiate Abbott and FreeStyle brands from competitors, driving consideration and trial, and growing market share.
• Continuously developing commercial organization with a on strong, diverse talent pipeline.

What You’ll Work On

• Orchestrate the collaboration between CX and all other functions to provide a seamless customer experience across stages, channels, and touchpoints in the customer journey.
• Set and lead the vision for customer experience at ADC, building enterprise-wide alignment in partnership with marketing, insights, commercial, and operations teams.
• Lead and optimize omni-channel customer experience design for the organization, including establishing CX design processes and cross-functional ways of working to achieve an integrated approach to design.
• Support with talent acquisition, coaching, mentoring and establishing training programs to meet customer experience requirements in different markets.
• Facilitate multidirectional communication between customer-facing teams and CX (e.g., collecting feedback to derive insights and inform CX improvements, guide the adoption of customer-centric attitudes during customer interactions, aligning brand with the overall CX strategy).
• Influence cross-functionally to proactively identify and resolve operational, WoW, and collaboration challenges across the organization that compromise the customer experience.
• Establish a rigorous model to evaluate CX maturity and performance at ADC.
• Create a heightened level of awareness of customer and employee experiences and needs across leadership.
• Drive customer-centricity through brand, product, R&D, insights, and other functions by embedding empathy and a customer-first orientation throughout all ADC processes and ways of working (e.g., strategic planning, insights, business development, innovation, GTM, clinical, etc.).
• Identify, measure, and track CX KPIs and share insights cross-functionally by demonstrating connections between those functions and CX (e.g., what CX metrics mean for sales, and how sales activities contribute to CX).
• Craft the learning agenda in partnership with GMI to build and leverage deep customer understanding and intimacy in all strategic decision-making.
• See across and ‘through’ a diversity of customer data types drawn from multiple sources to identify potential concerns and their respective solutions to deliver a best-in-class customer experience.
• Influence cross-functionally (i.e., Sales, Marketing, etc.) to ensure customer-centricity throughout functional priorities/activities (CX mindset, ways of working) in accordance with the overall customer experience strategy.
• Partner with Insights to build a “real-time” view of customer needs, leveraging integrated insights that enable the organization to anticipate and respond to changes in customer expectations.
• Develop and own customer experience strategy as a key lever to drive toward business objectives and brand priorities.
• Create and continuously evolve processes for monitoring and anticipating how customers perceive Abbott and FreeStyle brand while driving higher customer satisfaction, NPS, customer retention, and new business growth.
• Create and implement a CX analytics strategy that ties business outcomes to customer outcomes.
• Lead and champion changes to cross-functional ways of working as required to continuously improve customer experience.

Key Business Challenges

• Developing integrated ways of working in a global cross-functional environment.
• Driving genuine customer-centricity in a results-oriented organization.
• Difficulty of measuring CX (e.g., identifying appropriate measures, accessing data distributed across different platforms and ‘owned’ by different functions).
• Continuously improving enterprise-wide customer experience orientation to drive loyalty, engagement and customer lifetime value.
• Leading and influencing in a large matrix organization, identifying, and accessing the right stakeholders to solve issues and drive performance through continuous transformation.
• Establishing data and analytics as a differentiator / CoE in a historically siloed organization.

Minimum Qualifications

• Ability to work in a highly-matrix organization.
• Bachelor's degree in Information Technology, Integrated Marketing Communications or other business-related degrees.
• Minimum 15+ years of experience including leading global transformation, and/or technology or integrated marketing teams.
• Highly organized, focused and committed to achieving goals.
• Effective influencing skills in environment where resources may not be in direct control of role.
• A collaborative working style and demonstrated ability to drive change with digital and customer service partners.
• Demonstrated and passionate learning agility with a continuous improvement mindset.
• Business-focused and committed to delivering clear business outcomes, a customer-focused acumen, and growth mindset.
• Demonstrated creativity / innovation in finding ways to execute never-been-done-before ideas.
• Motivated with a can-do attitude, flexible, open with excellent executive-level presentation and communication skills.
• Thrives under pressure with tight deadlines on several initiatives simultaneously.

Preferred Qualifications

• Experience building products and/or marketing in a highly regulated industry.
• MBA or Advanced degree.

Apply Now

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal
The base pay for this position is $232,300.00 – $464,700.00. In specific locations, the pay range may vary from the range posted.