Customer Experience Specialist- Nsw.

Customer Experience Specialist- Nsw.

Medtronic | new south wales, NSW, AU

Posted 9 days ago

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Job Description Travel No Careers that Change Lives The role of marketing support has never been more central to the growth for Medtronic. We value talents with strong Customer and market insights, which are foundational to our ability to respond to customer needs. Value proposition, content, and messaging expertise are critical to drive customer engagement and acceptance. Broadening the perception of what Medtronic can deliver is vital to the growth of our new technologies and services. We strive for an integrated, seamless experience to meet our customer expectations and demands.

Exciting opportunity to join Medtronic as part of the Commercial Excellence Team. As a Customer Experience Specialist based in NSW, you will be passionate and excited about delivery and optimizing customers’ experience journey with Medtronic.

A Day in The Life

Customer Experience Specialist- NSW

This role is responsible to independently develop and implement goals and establish operational plans for delivery of MDT’s customer experience (CX) strategy across ANZ, to help MDT secure a first mover advantage in CX in MedTech This role liaises with and influences all OU and Functional leaders across the ANZ enterprise, to ensure their programs, products and initiatives are designed and delivered with a Cx customer lens, leveraging data driven insights and Cx metrics. This role the liaison between the OU and Functional Leaders and their teams in ANZ and the APAC Cx COE, ensuring an optimally aligned effort to execute on the local, regional and global CX strategy

Key Accountabilities:

CX planning and execution
Develop in consultation with the APAC Cx COE the CX strategy and long range roadmap, for optimal business impact, accounting for global, regional and local projects, to avoid duplication of effort

Navigate the complex internal stakeholder map (IT, Integrated Marcom, ComEx, APAC and ANZ) and manage external resources and vendors to design and deliver projects that strengthen MDT’s CX foundations and deliver CX initiatives that have a positive, measurable ROI

Identify the CX related needs of OUs and functional partners and work closely with their teams to deploy appropriate solutions, ensuring that people, processes and technology align to deliver optimal customer experiences - Provide coaching and guidance to the relevant teams on how to develop customer journey maps, identify pain points and brainstorm optimisation initiatives, and in doing so build CX capability

Lead, inspire and coach Cx champions’ from the OUs and functional areas, to drive the growth of MDT ANZ’s CX culture

Enable best practice learning and implementation (from within and outside of MedTech) with APAC and global CX and omnichannel teams.

Engage Legal and Regulatory Affairs to ensure adherence to standards across all CX programs/initiatives

Monitor the external environment for new CX innovations/tools that may improve the MDT customer experience

Utilise data insights from ComEx BI to inform the CX strategy and programs.
Ensure that MDT’s agreed quality standards (incl. ISO13485) are maintained regarding its customer contact

Experience Mapping

Lead workshops with OU and functional partners to map current customer experiences, identify pain points, brainstorm optimisation initiatives and re-map the ideal journeys

Dive deep into data to identify root causes, derive patterns, and determine solutions that enhance customer experiences.

Experience measurement

Drive the rollout of the NPS-T and NPS-R surveys with a range of stakeholders across ANZ and APAC

Provide NPS results to the relevant OU and functional areas, to drive a more customer centric culture

Develop and drive tracking of new CX metrics to supplement NPS and support the business with additional data points to enable the next best action
Translate data and insights to actions that help realise moments the matter across the customer journey, ensuring our efforts address the most critical customer pain points and result in improved customer loyalty

New experience design

Lead and/or manage the execution of human centred design research projects to uncover insights that feed new experience designs

Stakeholder management

Be the liaison with and significant contributor to the APAC Customer Experience Excellence Centre of Expertise

Support functional partners in educating OUs to leverage existing system infrastructure and enable best-practice experience automation

Manage external CX agency outputs according to approved SOWs, ensuring a positive working relationship with all functional areas and full compliance with MDT’s codes of conduct

Act as a knowledgeable resource, sharing best practices in customer experience
Must Have

Degree in Commerce, Marketing or Business administration and a minimum of 3 years’ experience in a similar role / function

Several jurisdictions across Australia have established mandatory requirements for healthcare workers and others working in health care settings to be vaccinated with at least two doses of a COVID-19 vaccine. To be eligible to apply and be considered for this role, Medtronic Australasia requires candidates to meet the conditions of the relevant and current Government directions (including Public Health Orders). The successful candidate will be required to provide evidence of vaccination before an appointment.

Nice to Have

Strong understanding of NPS / CX metrics for effective tracking of customer experiences

Strong understanding of how to leverage IT platforms and tools to improve the CX, including CRM, BI Tools, Marketing Automation platforms and Digital platforms

Preferable relevant experience with, Eloqua, Qualtrics, PowerBI

Detail-oriented, self-motivated, with excellent analytic and problem-solving skills, and good communication skills (both oral and written)
Strong relationship builder and communicator

Ability to think strategically to support key business decisions using data and insights

Ability to deal with ambiguity - delivering results despite uncertainty

Strong influencer – delivering results without formal authority of extended teams

Strong customer service orientation and ability to work collaboratively in a cross-functional team environment

Some interstate/international travel will be required (regularly / occasionally)

We Offer

In our 5th Tenet of our Mission we recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success.
Also, a competitive package is of course part of that. We offer a competitive salary and benefits package to all our employees:

Flexible working environment

Annual Incentive Plan % depending on company results

Pension scheme and group discount on healthcare insurances

Training possibilities via Cornerstone/Harvard Manage Monitor/GetAbstract

Employee Assistance Program and Recognize! (our global recognition program)

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. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Medtronic has been servicing Australia and New Zealand since 1973. We are a Best Place to Work in Australia and certified a Great Place to Work in both Australia and New Zealand. Medtronic was named by LinkedIn as a top company in Australia in 2021. We have also been recognized by the AFR on their ‘Most Innovative Companies List’ in 2019 and 2020.

Learn more about working at Medtronic:

At Medtronic, we have an ongoing commitment to fostering a culture of inclusion, diversity, and equality. Therefore, we encourage candidates from all backgrounds to apply, regardless of their culture, religion, identity, ability, or race.

We are committed to achieving a diverse workforce and strongly encourage applications from our Aboriginal, Torres Strait Islander and Maori people.

Should applicants need assistance during the application process for accessibility reasons, we will accommodate this upon request.