Principal Customer Experience Specialist - Service & Repair EMEAFlexible Work ArrangementHeerlen, Limburg, NetherlandsPrague, Hlavni Mesto Praha, Czech RepublicMadrid, Madrid, SpainMilano, Lombardia, ItalyWarsaw, Mazowieckie, PolandWatford, Hertfordshire, United KingdomFull timeR*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 ResponsibilitiesLead the Service & Repair Customer Care contribution to EMEA Net Promoter Score (NPS) and Voice of the Customer (VoC) programmesAnalyse customer feedback, customer journey data, complaints, and operational performance metrics to identify improvement opportunities and root causesTranslate insights into clear priorities, action plans, and measurable outcomes at regional and local levelsDrive and coordinate cross-functional improvement initiatives, ensuring clear ownership, governance, accountability, and successful deliveryMeasure and communicate the impact of improvement initiatives through dashboards, executive reporting, and performance metricsRepresent Customer Care in regional Customer Experience forums and ensure customer insights inform broader Service & Repair prioritiesPartner with digital transformation teams to improve adoption of customer-facing tools and self-service solutionsPromote a customer-centric culture by sharing best practices and coaching teams on continuous improvement and customer experience principlesRequired ExperienceBachelor's or advanced degreeFluent English communication skillsExperience in Customer Experience, Customer Care, Service Operations, Continuous Improvement,



or a related fieldLeading Customer Experience, NPS, VoC, or customer journey improvement programmes across multiple teams, functions, or marketsAnalysing customer and operational data to develop actionable insights and measurable improvementsLeading cross-functional initiatives and influencing stakeholders without direct authorityApplying structured problem-solving, root-cause analysis, project management, and change management methodologiesDeveloping executive-level reports, presentations, and dashboardsPreferred QualificationsExperience in healthcare, medical technology, life sciences, technical service, or another regulated industryExperience in Customer Care, contact centre, or Service & Repair operations within a integral organisationKnowledge of customer journey mapping, service design, Lean, Six Sigma, or similar improvement methodologiesExperience driving adoption of digital customer solutions, including portals, self-service tools, CRM, automation, or AI-enabled technologiesAdditional European language skillsWillingness to travel within EMEA as requiredPhysical Job RequirementsThe 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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