Customer Experience Program Manager, EMEAP (m / f / d)

The Opportunity

This position works out of our location in Wiesbaden (Abbott GmbH) in the Abbott Diabetes Care division that is focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions.

What You’ll Do

• Setting up, managing and executing programs and projects in cooperation with countries and 3rd Party Service Provider for best-in-class service for Abbott Customers.
• Driving commercial excellence activities and efficiency programs with cross-functional partners
• Analyzing and improving existing processes and implementing new processes if and where appropriate.
• Ensuring excellence in Run Operations of our multi-language service center hubs in cooperation with Senior Performance and CX Management.
• Ensuring Supplier Governance excellence execution together with Senior CX Management.
• Working closely with Global Project team, Quality teams of Abbott and 3rd Party Service provider to guarantee excellent delivery and execution and a sustainable process landscape.
• Analyzing and improving all aspects of an omnichannel agent- and customer-experience / journey to ensure and increase customer & agent satisfaction.
• Shaping the CX infrastructure and IT landscape in cooperation with delivery partners
• Maintaining and improving customer satisfaction levels by providing problem-solving and root-cause analysis

Required Qualifications & Skills

Working at Abbott

At Abbott, you can do work that matters and help people to live a healthier and full life, grow your career, and learn, be your true self. You will have access to :