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Customer Experience Specialist

Medtronic


Location:
Brisbane, CA 94005
Date:
24-12-2020
2020-12-242021-01-31
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Job Details

Customer Experience Specialist

Location:

Macquarie Park, New South Wales, Australia

Requisition #:

20000LTF

Post Date:

Dec 22, 2020


**Careers That Change Lives**


Be a part of a company that thinks differently to solve problems to deliver meaningful innovations. We have a newly created opportunity for a strong business partner to develop, implement and execute best practice Customer Experience strategies for the Medtronic Australia New Zealand business. You will be joining the Commercial Excellence team in a pivotal role being the liaison between ANZ Operating Units, the ANZ Alternative Channel team, IT and APAC Customer Experience Centres of Excellence.


**A Day in the Life**


Reporting into the Director, Commercial Excellence, the successful individual will act as a business partner to Operating Unit leaders by developing, implementing and executing strategies for transition to alternate sales and service channels. He/ she will design infrastructure, systems and process for alternate sales and service channels to constantly improve our customer experience, satisfaction and loyalty. Join a team of motivated and enthusiastic individuals; grow your career in a unique role and make a positive impact on the lives of Medtronic patients.


**Key responsibilities include:**


+ Collect, analyse, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience

+ Liaise with Operating Unit leadership, marketing, sales and marketing communications to analyze customer feedback and develop programs effective for improved customer experience

+ Define and implement standards/procedures for ensuring optimal customer experiences, independent of primary customer touchpoint

+ Lead projects and initiatives that enlighten internal teams on the associated benefits/consequences of their decisions on customer experience

+ Evaluate, devise and implement customer satisfaction metrics and measurement processes for differentiated customer segments (e.g. NPS for transactional customer interactions and specific surveys for CXO customer segments)

+ Utilize CRM tools to co-ordinate and monitor customer experience operations to enhance customer loyalty and relationship management

+ Conduct studies and research to discover new techniques necessary for improving customer experience

+ Provide recommendations for all levels or organizations on steps necessary for customer experience improvement

+ Monitor the activities of customer service staff to ensure compliance with set standards of courtesy and professionalism; identify and addresses skill gaps with training initiatives

+ Develop ANZ strategies for Operating Units to transition to alternate channels (E-Commerce, Remote Sales, Retail, Digital Marketing) by portfolio and customer segment

+ Design innovative and new customer interface infrastructures for ANZ across Operating Units to allow for quick response and resolution to client inquiries and questions (e.g. 1800 Customer Command Centre or Remote Service Fix)


**Must Have Minimum Requirements**


+ Bachelors degree (or related) in Commerce, Marketing, or Business Administration and a minimum of 7 years relevant experience

+ Experience in leading significant customer service and/or customer experience initiatives; passion about creating customer centricity in a diverse and complex market

+ A Proven track record of leading through influencing

+ Advanced communication skills, both written and verbal, with the ability to convey complex information to a broad audience

+ A self-motivated, enthusiastic and positive attitude

+ An organised approach and be and able to set and re-set priorities

+ The ability and willingness to handle additional workload during peak periods

+ Advanced interpersonal skills with the ability to work independently and within a team environment


**About Medtronic**


Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.


We can accelerate and advance our ability to create meaningful innovations but we will only succeed with the right people on our team. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.


**_Please note there will be a delay in the review of applications received over the Christmas New Year period as we break for the holiday season. We appreciate your patience and will be in touch as soon as possible after this time._**
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
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