Senior Customer Experience Manager

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. **A Day in the Life**:At Medtronic, we are building a Center of Excellence in Digital, Customer Experience and Innovation to accelerate the transformation of our business across LATAM region. We are looking for professionals who want to generate real impact by combining strategy, data, technology and execution to enhance customer experience, drive operational efficiency and unlock new growth opportunities. If you are motivated by working in multicultural, fast-paced and results-oriented environments, this is your opportunity to be part of a transformation with tangible impact on the healthcare ecosystem. This position will be located in São Paulo for a hybrid working model and will be responsible for managing projects for Brazil and LATAM region, with a strong focus on B2B markets and the healthcare ecosystem. **Responsibilities may include the following and other duties may be assigned**: - Define and lead the regional Customer Experience strategy for Latin America, ensuring alignment across countries, business units, global guidelines and corporate functions and managing committees across sub-regions, ensuring consistency, accountability and visibility of key indicators - Design and evolve the LATAM Customer Experience governance model, including metrics (NPS, CSAT, CES), rituals, prioritization frameworks, dashboards, and executive forums - Connect experience indicators to business outcomes such as churn, LTV, digital adoption, incremental revenue, cost-to-serve, operational efficiency and customer loyalty - Lead initiatives for digitalization and automation of customer journeys, guaranteeing scalability, regional standardization, omnichannel excellence and productivity gains - Act as sponsor for AI‑driven CX initiatives, analytics and process automation, ensuring technical feasibility, governance and ROI - Map, prioritize and redesign critical journeys that directly impact churn, revenue, customer satisfaction and service levels, considering cultural and operational differences across countries, l eading cross-functional regional projects with Operations, Logistics, Commercial, IT, Finance, Marketing, RA/QA, Legal and Medical Affairs - Develop and lead multidisciplinary teams (CX, Digital, Data, Innovation), fostering a strong customer-centric culture and data-driven decision-making across the organization, as well as s upporting local leadership in evolving CX maturity levels, ensuring consistency while respecting local nuances - Represent the Customer Experience function in regional and global executive forums, influencing strategic decisions and driving the customer agenda across the LATAM region **Required Knowledge and Experience**: - Bachelor’s degree - Proficiency in English and Spanish are required (reading, writing and speaking) - +7 years in Customer Experience, Service Design or Digital Transformation - Have experience in implementing a new Customer Experience area, creating governance, KPIs, and driving both internal and external engagement. - Projects with direct impact on NPS, churn, revenue or cost‑to‑serve - Experience with Salesforce + service automation - Experience with complex B2B processes (distributors, hospitals, payers, healthcare networks, industry) - Coordination of multiple functions in matrix organizations **We Offer** Medtronic is recognized by the Great Place to Work (GPTW) and, in 2022, reached tenth place in the ranking of best companies to work for in the industry and services category. This recognition reinforces our ongoing commitment to the well-being of our employees. Our benefits are carefully designed to promote quality of life, and this is why we work with the best suppliers on the market. Find out more about what we offer in our benefits package: Private Pension Plan, Transport voucher, reimbursement for charter or parking, Flexible meal voucher, medical assistance and Dental assistance (for you and your legal dependents (spouses, children and stepchildren), Life insurance, Gympass, childcare assistance, pharmacy discount, ESPP (discounted share purchase program), educational subsidy + idiom program. Wellness programs: - Birthday Day Off - Maternity leave 6 months + Paternity leave 20 days - Paid Family Leave Program of up to 6 weeks. - Work 4 weeks from anywhere. NOTE: OPTION of transportation + hybrid work will not be available for positions in the clinical and sales areas, as well as for positions that do not have working time control. **Our Commitment** Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We kno