Principal Customer Experience Specialist
- Service & Repair EMEA Flexible Work Arrangement Prague, Hlavni Mesto Praha, Czech Republic Full time 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. 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 Measure and communicate the impact of improvement initiatives through dashboards, executive reporting, and performance metrics Represent Customer Care in regional Customer Experience forums and ensure customer insights inform broader Service & Repair priorities Partner with digital transformation teams to improve adoption of customer-facing tools and self-service solutions Bachelor's or advanced degree Fluent English communication skills Analysing customer and operational data to develop actionable insights and measurable improvements Applying structured problem-solving, root-cause analysis, project management,



and change management methodologies Developing executive-level reports, presentations, and dashboards Experience in Customer Care, contact centre, or Service & Repair operations within a general organisation Experience driving adoption of digital customer solutions, including portals, self-service tools, CRM, automation, or AI-enabled technologies The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission
- to alleviate pain, restore health, and extend life
- unites a global team of 95,000+ passionate people. From the R&D; lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes.



Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. Life-transforming technologies. Here, it's about more than the bottom line. We advance healthcare, society, and equity with every design, inside and outside our walls. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care. It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

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