Principal Customer Experience Specialist - Service & Repair EMEA
Core
Lead Customer Experience improvement across the EMEA region for Service & Repair operations, leveraging feedback and data to enhance satisfaction and optimize delivery.
Role type
Principal Customer Experience Specialist (Service & Repair)
Builds
Customer satisfaction metrics, service delivery processes, and digital adoption initiatives
Domain
Healthcare technology / Medical devices / Service Operations
Deliverable
dashboards & analysis
Required skills
Customer Experience strategy, NPS/VoC program leadership, data analysis, cross-functional stakeholder influence, root-cause analysis, change management, executive reporting
Preferred skills
Healthcare/medical technology industry experience, Lean/Six Sigma methodologies, digital solution adoption (CRM/AI), European languages
Technologies
CRM, self-service portals, AI-enabled tools
Responsibilities
Lead NPS and Voice of the Customer programmes; Analyse customer feedback and operational metrics to identify improvement opportunities; Translate insights into action plans and measurable outcomes; Drive cross-functional improvement initiatives; Measure and communicate impact via dashboards and executive reporting; Partner with digital transformation teams; Coach teams on continuous improvement principles
