AdresseAbout Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
In Germany, Abbott has more than 3,000 employees working in manufacturing, research and development, logistics, sales, and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Cologne, Jena, and Hamburg.
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.
As the Customer Experience Manager – Self service (m/f/d) you will be reporting to the Senior Manager Business Operations and responsible for executing best-in-class services for Abbott customers by supporting the run operation of multi-language service center hubs located in several EU countries.
What You’ll Do
- Setting up and managing programs and projects with our Countries, 3rd Party Service Provider and Global team to provide superior customer service
- Executing requirement definition for Customer Experience and Customer journey improvement projects such as self-service and automation
- Works 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 omnichannel Agent-, Customer Experience and Customer journey, dashboards & performance KPI’s
- Investigating and correcting service level discrepancies to ensure continuous process improvement
- Maintaining customer satisfaction levels by providing problem-solving resources and root-cause analysis
- Owning and maintaining solutions to establish acceptance of users and agents
- Working closely with other departments and partners to ensure right and engaging content
Required Qualifications & Skills
- Post graduate diploma or University degree and/or adequate degree
- On-the- job business exposure with a minimum of 8 years work experience in a similar position
- Demonstrable track-record in process- and program management excellence
- Proven product & project management and organizational skills.
- Preferably expertise in an omnichannel environment b2c environment with an international setup (multi-countries).
- Excellent analytical and communicational skills
- Team-player who takes on accountability and enjoys connecting with people in an international team and multiple stakeholders
- Fluent in English and optional German; other European language is a plus.
- Travel up to 30%
Preferred Qualifications & Skills
- Experience in Process Engineering, Lean Management, Six Sigma and equivalent work experience
- History in developing executable products and programs to develop and continuously improve processes and quality
- Experience in a regulated industry (e.g., MedTech) and or along an omni-channel / digital retail customer journey
- Experience in a mass market environment with complex service provider delivery architecture
- Experienced in service provider governance in a BPO model
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:
- Career development with an international company where you can grow the career you dream of.
- An attractive benefits package (e.g., attractive Abbott Pension Plan, a company bike, employee stock purchase program)
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
- A challenging position in a fast-growing crisis independent industry
- Become part of a dynamic, highly educated, highly skilled, and motivated team
- Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication
- A Multi-national environment, where we foster the development of our talents within the enterprise
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
We ask for your understanding that we only consider online applications via our online application portal. Applications by email or post cannot be processed. Original documents will not be returned.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
