Global Customer Journey Mapping Manager

at  Abbott Laboratories

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in medical devices, diagnostics, nutrition, and branded generic medicines. Our goal is to improve the lives of more than 3 billion people by decade’s end – reaching 1 billion more than we do today, each year. Our 113,000 colleagues serve people in more than 160 countries.

QUALIFICATION & SKILLS

• Post-graduate diploma or University degree and/or adequate degree; master’s degree is a plus; MBA ideal
• Business, Marketing, Psychology, Behavioural Sciences background, or an equivalent qualification
• 7 - 10 years of experience in customer journey mapping, customer experience, or related roles
• Previous experience in a customer-centric environment; professional experience in at least two different categories (three a plus), ideally one of which Mass-Market/FMCG
• Digital Marketing and online/e-commerce experience a must, developing and improving acquisition and retention along an omni-channel/digital retail customer journey.
• Proficiency in relevant customer journey mapping tools and customer experience software
• Action and solution-oriented; self-driven, pro-active, and hands-on
• Strong analytical skills
• Demonstrates deep understanding of empathy along overall customer journey as well as specific touchpoints.
• Team-player who enjoys taking on accountability and connecting with people in an international team.
• Ability to work with cross-functional teams where sharing is caring attitude is a must.
• Excellent communicator on all channels and presenter, with strong business acumen and friendly resilience
• Proven track-record in having supported the development and improvement of processes and quality along an omni-channel/digital retail customer journey.
• Proven experience in test-and-learn methodologies and ability to document and quantify their effects.
• Excellent communication skills in English and proficiency in a second language preferred but not a must.
• Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours.
• Travel up to 30% will be required.

• Customer Journey Understanding: Conduct in-depth analysis to understand the commonalities and differences across unique customer journeys globally.
• Be the Voice of Customer (VoC): Collect data and insights from various sources, including customer feedback, surveys, and analytics.
• Support Customer Persona development: Support the creation and refinement of customer personas representing the diverse customer segments globally in close collaboration with regional Customer Engagement Directors.
• Collaborate with Global Customer Experience and cross-functional teams to ensure alignment with customer experience strategies.
• Journey Mapping: Develop detailed customer journey maps for key segments, highlighting touchpoints, pain points, and opportunities for improvement; clarify “as-is” (status) where necessary and build “bridges” for rapid execution of improvements.
• Identify and “own” critical moments of truth in the Global Customer journey.
• Cross-functional Collaboration: Work closely with the Customer Engagement Directors and Global Market Insights, ensuring Marketing, Sales and other departments are aligned strategically to strong, focused insights coming from the deep understanding of and empathy with customer journey.
• Work closely with Global counterparts in Customer Experience, Product Development and other departments to align strategies around customer journey insights.
• Measurement and Tracking: Establish KPIs and metrics to measure the impact of customer journey improvements globally, continuously monitor and track progress, adjusting as needed.
• Facilitate workshops and discussions to engage stakeholders in improving the customer experience.
• Recommendations and Action Plans: Work closely with Customer Engagement Directors based on journey maps and key metrics to drive insights and provide recommendations and action plans for enhancing customer satisfaction and loyalty; recommend improvements for faster, better acquisition.
• Prioritize initiatives and projects to address key touchpoints and improve pain points.
• Enrollment: Educate and train (maintain high awareness) on the importance of customer journey mapping and its role in delivering exceptional customer experiences within Global Customer Experience and other cross-functional teams.