Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement

Medtronic•Minneapolis, MN

2d•$212,800 - $319,200•Remote

About The Position

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. At Medtronic, we are driven by our Mission to alleviate pain, restore health, and extend life for millions of people around the world. Our Customer Experience & Enablement organization plays a critical role in delivering exceptional experiences for customers while supporting the business systems, capabilities, and operations that help bring life-changing therapies to patients. As the Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement, you will define and lead the digital and AI vision for Global Customer Care & Order Operations. Reporting to the Vice President of Customer Care & Order Operations, this strategic leader will accelerate the transformation of customer engagement, service delivery, and order-to-cash operations through artificial intelligence, intelligent automation, digital platforms, and data-driven innovation. This highly visible enterprise leadership role partners closely with Digital & AI, IT, Data & Analytics, Commercial, Supply Chain, and customer-facing teams to translate strategy into scalable capabilities that improve customer experiences, employee effectiveness, operational performance, and business outcomes. This strategic transformation leadership role offers location flexibility, including remote work arrangements, based on business needs and candidate qualifications. The role requires up to 25% global travel to Medtronic Operational Headquarters, customer locations, and Medtronic sites worldwide to support strategic initiatives, foster stakeholder engagement, and drive business objectives. In this role, you will serve as the strategic leader responsible for shaping and executing the long-term AI and digital transformation agenda for Global Customer Care & Order Operations. You will identify opportunities to modernize customer experiences, improve operational efficiency, and create scalable digital capabilities that enable future growth. Success in this position requires a proven ability to lead enterprise transformation initiatives, influence senior executives, build organizational capability, and deliver measurable business results through innovation and technology adoption.

Requirements

Bachelor's degree required.
Minimum of 15 years of relevant experience with 10+ years of managerial experience; or an advanced degree with a minimum of 13 years of relevant experience and 10+ years of managerial experience.
Demonstrated experience leading enterprise digital transformation, AI strategy, customer experience, or operational transformation initiatives within a complex global organization.
Proven ability to lead large-scale cross-functional transformation efforts.

Nice To Haves

Advanced degree in business, technology, engineering, data science, or a related field.
Deep knowledge of generative AI, conversational AI, machine learning, intelligent automation, workflow orchestration, predictive analytics, and digital product management.
Experience transforming customer care, contact center, order-to-cash, shared services, or other large-scale customer support operations.
Track record of translating emerging technology capabilities into measurable customer, employee, operational, and financial value.
Experience establishing AI governance frameworks, responsible-use practices, performance metrics, and value-realization models.
Strong strategic, analytical, and problem-solving capabilities.
Demonstrated success leading organizational change, building capabilities, and driving adoption of new technologies and digital ways of working.
Excellent executive communication, presentation, and stakeholder management skills.
Experience working within a highly matrixed multinational organization.
For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

Responsibilities

Define and execute the global AI and digital transformation strategy for Customer Care & Order Operations, translating business priorities into a multi-year roadmap and investment agenda.
Reimagine customer and employee experiences through AI-enabled self-service, digital assistants, intelligent workflows, predictive insights, and personalized engagement.
Lead the simplification, standardization, and automation of end-to-end customer care and order-to-cash processes to improve service, productivity, scalability, and cost to serve.
Own the business strategy and priorities for customer-facing digital platforms.
Establish responsible AI governance, performance measures, and value-realization frameworks that connect digital investments to customer, employee, operational, and financial outcomes.
Partner across Digital and AI, IT, Data & Analytics, Commercial, and Supply Chain to deliver secure, integrated capabilities and drive adoption through change leadership and workforce enablement.

Benefits

Health, Dental and vision insurance
Health Savings Account
Healthcare Flexible Spending Account
Life insurance
Long-term disability leave
Dependent daycare spending account
Tuition assistance/reimbursement
Simple Steps (global well-being program)
Incentive plans
401(k) plan plus employer contribution and match
Short-term disability
Paid time off
Paid holidays
Employee Stock Purchase Plan
Employee Assistance Program
Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)