Sr Manager, Customer Experience Strategy

Abbott • Madison, WI

7d • $113,300 - $226,700

About The Position

The Sr. Manager, Customer Experience Strategy reports to the Director, Customer Strategy & Insights and brings the oncology customer’s perspective into planning, prioritization, and solution development for Abbott’s Precision Oncology Business Unit. The role represents Customer Experience strategy, product, and insights in leadership forums so customer considerations inform strategy and decision-making. It defines end-to-end customer journeys, identifies important moments, and supports customer-appropriate execution across channels, products, and touchpoints.

As the Customer Experience team’s subject matter expert, this role develops a deep understanding of how oncology customers interact with all products and services in the Precision Oncology portfolio. Customers include oncologists, pathologists, advanced practice providers, nurses, delegates, practice administrators, laboratory staff, and support teams. The role establishes scalable ways to capture and synthesize real-world customer insights through journey mapping, field observations, customer interviews, operational data, workflow analysis, and customer support interactions.

The position works with senior leaders and cross-functional teams to translate customer insights into strategies, business cases, and prioritized initiatives that improve outcomes and deliver measurable business value. It uses operational metrics, customer feedback, adoption data, and service measures to identify barriers and opportunities throughout the customer experience. The role involves direct engagement with oncology practices and staff and requires travel; the posting lists expected travel of 25–50% in the position description and 25% in the travel field.

Requirements

• Bachelor’s degree in business, healthcare, life sciences, human-centered design, or a related field.
• At least 7 years of progressive experience within healthcare delivery, oncology, diagnostics, and/or life sciences.
• At least 4 years working within oncology clinics, pathology groups, infusion centers, or health system departments.
• Strong analytical and problem-solving skills, including the ability to combine frontline experience with data such as turnaround times, ordering patterns, and utilization to drive decisions.
• Proven ability to identify inefficiencies and friction in real-world oncology clinical or operational settings and implement or inform changes that improve throughput, coordination, and workflow performance.
• Demonstrated ability to translate customer insights into strategic direction, priorities, or decisions that drive measurable outcomes.
• Ability to balance customer empathy with business, clinical, and operational realities.
• Excellent communication and influencing skills, including the ability to align diverse stakeholders around workflow-informed priorities and drive change without direct authority.
• Ability to work independently in ambiguous, high-stakes environments using sound judgment and structured thinking.
• Ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Nice To Haves

• At least 3 years leading complex, cross-functional initiatives through influence rather than direct authority.
• Credibility with providers, pathologists, and health system stakeholders, and ability to translate between clinical, operational, and business perspectives.
• Working knowledge of regulatory and compliance considerations such as CLIA, CAP, and HIPAA.
• Ability to engage directly with customers in clinics, pathology labs, and health systems through regular face-to-face interaction to observe workflows, identify unmet needs, validate hypotheses, and inform strategies.
• Advanced computer skills, including internet navigation, Voice of the Customer platforms such as Medallia and Verilogue, and Microsoft Office programs including Word, Excel, PowerPoint, Outlook, OneNote, and SharePoint.

Responsibilities

• Represent Customer Experience within Precision Oncology as the voice of the customer and ensure customer experience considerations are reflected in business strategy, priorities, operational decisions, and customer-facing solutions.
• Advise Precision Oncology and IT/CX senior leaders in planning and cross-functional forums, offering an objective, customer-grounded perspective to inform strategic decisions.
• Serve as the Customer Experience subject matter expert on Precision Oncology customer workflows and end-to-end journeys across portfolio products, channels, and touchpoints.
• Engage directly with oncology practices and staff to understand their needs, workflows, and measures of success; maintain expertise on how clinical teams use the products and services and communicate customer needs to the business.
• Facilitate cross-functional alignment and execution of Customer Experience strategies and workflow improvements with Commercial, Marketing, Medical Affairs, Product, Lab Operations, and Revenue Cycle.
• Translate customer insights into Customer Experience strategies, business cases, and prioritized initiatives that improve outcomes and generate measurable business value.
• Use operational metrics, feedback, and adoption data to identify barriers, friction points, and opportunities across ordering, specimen management, reimbursement support, results delivery, customer care, and digital channels.
• Capture and synthesize customer insights using journey mapping, field observations, customer interviews, operational data, workflow analysis, and customer support interactions.

Benefits

• Career development with an international company.
• Retirement savings plan with a high employer contribution.
• Health and wellness benefits; further details are provided through the company benefits website.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior