Principal Customer Experience Specialist - Service & Repair EMEA

Flexible 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.

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 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




- Promote a customer-centric culture by sharing best practices and coaching teams on continuous improvement and customer experience principles

Required Experience

- Bachelor's or advanced degree
- Fluent English communication skills
- Experience in Customer Experience, Customer Care, Service Operations, Continuous Improvement, or a related field
- Leading Customer Experience, NPS, VoC, or customer journey improvement programmes across multiple teams, functions, or markets
- Analysing customer and operational data to develop actionable insights and measurable improvements
- Leading cross-functional initiatives and influencing stakeholders without direct authority
- Applying structured problem-solving, root-cause analysis, project management, and change management methodologies
- Developing executive-level reports, presentations, and dashboards

Preferred Qualifications

- Experience in healthcare, medical technology, life sciences, technical service, or another regulated industry
- Experience in Customer Care, contact centre, or Service & Repair operations within a general organisation
- Knowledge of customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologies
- Experience driving adoption of digital customer solutions, including portals, self-service tools, CRM, automation, or AI-enabled technologies




- Additional European language skills
- Willingness to travel within EMEA as required

Physical Job Requirements

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.

Benefits & Compensation

- Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Czechia: 1,140,000.00 CZK - 1,710,000.00 CZK
- Italy: 61,600.00 EUR - 92,400.00 EUR
- Netherlands: 76,880.00 EUR - 115,320.00 EUR
- Poland: 206,400.00 PLN - 309,600.00 PLN
- Spain: 62,000.00 EUR - 93,000.00 EUR
- United Kingdom: 60,560.00 GBP - 90,840.00 GBP
- The final salary within this range will be determined based on objective, job-related criteria, including relevant experience, skills and qualifications, in accordance with our compensation framework.
- 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.

We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D; lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts

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