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 107,000 colleagues serve people in more than 160 countries.
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In Germany, Abbott has more than 3,000 employees working in manufacturing, research and development, logistics, sales and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Witten, Cologne and Jena. Abbott Automation Solutions in Hamburg (formerly GLP Systems) is now Abbott.
Abbott Diabetes Care (ADC) is looking for a
Customer Experience Programme Manager, EMEAP (m/f/d)
Supports Director Business Operations in the run operation of our multi-language service center hubs
Sets up and manages programmes and projects to execute with our Countries and 3rd Party Service Provider best-in-class service for Abbott Customers
Executes requirement definition in a team and project management for Customer Experience improvement projects such as service differentiation, automation, self-Service, improve our messaging and training, operations excellence
Develops and executes programmes of service improvement and changes along the whole Customer Journey
Analyzes and improves all aspects of customer-experience/journey to ensure and increase customer satisfaction through dashboards, KPI’s, etc.
Investigate any service level discrepancies and takes corrective action to ensure continuous process improvement
Shape the Customer Experience infrastructure and IT landscape of the future with our delivery partners
Maintain customer satisfaction levels by providing problem-solving resources and root-cause analysis
Actively execute with countries forecasting and budget process
Post graduate diploma or University degree and/or adequate degree and on-the- job business exposure with a minimum of 6 years work experience in a similar position
Demonstrable a track-record in process- and programme management excellence
Proven project management and organizational skills
Team-player who takes on accountability and enjoys connecting with people in an international team with excellent communication skills
Experienced in service provider governance
History in developing programmes to develop and improve processes and quality along an omni-channel / digital retail customer journey.
Strong analytical skills
Fluent in German and English; other European language is a plus.
Travel up to 40%
Experience in a mass market environment is a plus
Experience in use of Salesforce CRM or similar products is a plus
Abbott Germany has a range and variety of jobs on offer in a positive and dynamic environment that allows you to maintain a healthy work-life balance. We provide development opportunities as part of our comprehensive Talent Management Program. Your contribution to the company’s success will be rewarded with a competitive salary package. We offer comprehensive benefits to suit the lifestyles of all our employees, from a retirement plan that is far above market average, a save-as-you-earn program, to educational scholarships for children, and health management initiatives for staff and their dependents.
Do you like the sound of this job and think you’ve got what it takes? Then send us your CV today. We look forward to receiving your application.
Discover why candidates choose a career with Abbott in Germany.
JOB FAMILY:Customer Service
DIVISION:ADC Diabetes Care
LOCATION:Germany > Wiesbaden-Delkenheim : G01
TRAVEL:Yes, 50 % of the Time
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Not Applicable