Digital Insights and Analytics Senior Manager

Abbott•Chicago, IL

1d•$129,300 - $258,700•Onsite

About The Position

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 115,000 colleagues serve people in more than 160 countries. Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to: Career development with an international company where you can grow the career you dream of. Free medical coverage for employees via the Health Investment Plan (HIP) PPO An excellent retirement savings plan with high employer contribution Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. 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. The Opportunity Abbott is seeking a strategic and data-driven leader to elevate our digital customer experience through advanced insights and analytics. As the Senior Manager, Digital Insights and Analytics, you will own and evolve our enterprise Customer Experience Index (CEI) while scaling Voice of Customer (VoC) capabilities to drive measurable, customer-centered improvements. This role is critical in embedding a unified, insight-led approach across the organization to enhance engagement, satisfaction, and business outcomes.

Requirements

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

Nice To Haves

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

Responsibilities

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 (VoC) 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