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Digital Insights and Analytics Senior ManagerAbbott • Springfield, Missouri, United States
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Digital Insights and Analytics Senior Manager

Abbott
  • US
    Springfield, Missouri, United States
  • US
    Springfield, Missouri, United States
Jetzt Bewerben

Über

Opportunity Abbott seeks a strategic and data‑driven leader to elevate our digital customer experience through advanced insights and analytics. The Senior Manager, Digital Insights and Analytics will own and evolve our enterprise Customer Experience Index (CEI) while scaling Voice of Customer (VoC) capabilities to drive measurable, customer‑centered improvements.
What You’ll Work On
Own and evolve the enterprise Customer Experience Index (CEI), including methodology, governance, and reporting
Drive adoption of standardized CX metrics and measurement frameworks across business units and channels
Establish linkage between customer experience performance, business outcomes, and digital transformation goals
Design and operationalize a closed‑loop Voice of Customer program
Integrate VoC insights into decision‑making across marketing, product, and digital teams
Lead end‑to‑end customer journey mapping and identify friction points and moments that matter
Apply advanced analytics, AI, and predictive modeling to anticipate customer needs and personalize experiences
Develop and implement a data‑driven prioritization framework for CX improvements
Partner cross‑functionally to define, execute, and measure the impact of experience enhancements
Enable monitoring and reporting across digital channels and customer touchpoints
Influence stakeholders and drive adoption of CX best practices across the enterprise
Required Qualifications
Bachelor’s degree in Marketing, Business Analytics, or a related field
10+ years of experience in Customer Experience (CX), analytics, digital marketing, consulting, or related fields
4+ years of leadership experience managing teams or driving enterprise initiatives
Proven experience implementing CX measurement frameworks (e.g., CXI, NPS, CSAT) at scale
Experience designing and managing Voice of Customer programs and closed‑loop feedback systems
Strong expertise in customer journey mapping, service design, and friction point analysis
Demonstrated ability to translate data and insights into measurable CX improvements
Strong analytical and problem‑solving skills, including working with structured and unstructured data
Experience with analytics and marketing tools (e.g., Google Analytics, VoC platforms, marketing automation tools)
Excellent communication skills with the ability to influence senior stakeholders
Preferred Qualifications
Advanced degree (MBA or Master’s) in a relevant field
Experience applying AI, machine learning, or predictive analytics to customer experience optimization
Background working in complex, matrixed, or global organizations
Familiarity with digital transformation initiatives and omnichannel engagement strategies
Experience with agile methodologies and project management frameworks
Strong change management experience driving cross‑functional alignment and adoption
High level of business acumen with a results‑oriented mindset
Collaborative, adaptable, and comfortable operating in fast‑paced environments
Compensation : Base pay range $129,300.00 – $258,700.00, varying by location.
Abbott is an Equal Opportunity Employer, committed to employee diversity.
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  • Springfield, Missouri, United States

Sprachkenntnisse

  • English
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