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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 diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Primary Job Description

The Senior Analyst, Global Customer Experience drives a strong customer-centric focus across the enterprise by uncovering and effectively communicating actionable insights from the Voice of the Customer (VoC) to inform key business decisions, product development, and service improvement initiatives across the customer journey.

Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. With a portfolio of leading, science-based offerings in diagnostics, medical devices, nutritionals and branded generic pharmaceuticals, Abbott serves people in more than 150 countries.

What You’ll Work On

+ Data Collection & Analysis

+ Identify trends, patterns, and insights to inform improvements in the customer experience.

+ Collect, organize, and analyze data from customer surveys, feedback channels, and support systems.

+ Conduct root cause analysis of customer pain points and recommend solutions to mitigate them.

+ Reporting & Communication

+ Create and deliver reports, dashboards, and visualizations that present actionable insights to stakeholders.

+ Share findings with internal teams to drive improvements.

+ Monitor KPIs, providing regular updates on performance.

+ Collaboration & Strategy

+ Collaborate with cross-functional teams to align VoC insights with business objectives and operational improvements.

+ Promote a customer-centric mindset across the organization and engage with other Abbott businesses to share best practices and enhance the customer experience program.

+ Continuous Improvement

+ Benchmark customer experience performance against industry standards and competitors.

+ Stay informed about CX trends, tools, and best practices to bring innovative ideas to the team.

Required Qualifications

+ Bachelor’s degree in Business Administration, Data Analytics, Marketing, Customer Experience, or a related field. Or MBA.

+ Strong analytical and problem-solving skills with a focus on translating data into actionable insights.

+ Excellent communication skills, both written and verbal, to present data insights effectively to stakeholders.

+ Problem-solving mindset with a passion for enhancing customer experiences through data-driven strategies.

+ Strong organizational skills and ability to manage multiple projects simultaneously.

+ Detail-oriented and curious, with a drive to uncover root causes and solutions.

+ Collaborative team player who thrives in a dynamic, fast-paced environment.

+ Experience working in a global role is ideal.

+ Computer literacy and proficiency with Microsoft Office suite is essential.

+ Experience working with survey tools (e.g., Qualtrics, SurveyMonkey) and CX frameworks like NPS, CSAT, or CES.

+ Strong knowledge of survey design and feedback collection methodologies.

+ SPSS experience.

+ SQL familiarity and knowledge.

+ Familiarity with CRM tools like Salesforce or Zendesk.

+ Proficiency in data visualization tools like Tableau, Power BI, or Excel.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.

The base pay for this position is $85,300.00 – $170,700.00. In specific locations, the pay range may vary from the range posted.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email [email protected]