Customer Experience Specialist- Nsw

**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

**Nice to Have**
- Strong understanding of NPS / CX metrics for effective tracking of customer