Principal Customer Experience Specialist - Service & Repair EMEA
Adaptable Work Arrangement
Heerlen, Limburg, Netherlands
Prague, Hlavni Mesto Praha, Czech Republic
Madrid, Madrid, Spain
Milano, Lombardia, Italy
Warsaw, Mazowieckie, Poland
Watford, Hertfordshire, United Kingdom
Full time
R75619
Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first - developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.
A Day in the Life
As we continue to strengthen our in‐house Service & Repair Customer Care organisation, we are seeking a Principal S&R; Customer Experience Specialist to lead Customer Experience improvement across the EMEA region.
In this senior individual contributor role, you will leverage customer feedback,



operational performance data, and customer journey insights to drive improvements that enhance customer satisfaction, optimise service delivery, and support digital transformation initiatives. Working across countries and functions, you will influence priorities, align stakeholders, and ensure measurable business impact.
Key Responsibilities
- Lead the Service & Repair Customer Care contribution to EMEA Net Promoter Score (NPS) and Voice of the Customer (VoC) programmes
- Analyse customer feedback, customer journey data, complaints, and operational performance metrics to identify improvement opportunities and root causes
- Translate insights into clear priorities, action plans, and measurable outcomes at regional and local levels
- Drive and coordinate cross‐functional improvement initiatives, ensuring clear ownership, governance, accountability, and successful delivery
- Measure and communicate the impact of imp

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