Sr Manager, Customer Experience Strategy

Abbott•Madison, WI

About The Position

The Sr. Manager, Customer Experience Strategy reports to the Director, Customer Strategy & Insights and brings the voice of the oncology customer 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, ensuring customer considerations shape 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 CX team’s subject matter expert on how oncology customers interact with Abbott’s Precision Oncology portfolio, this position develops a deep understanding of the workflows, challenges, and needs of clinical and operational stakeholders. It establishes scalable methods to capture and synthesize real-world customer insights through journey mapping, field observations, interviews, operational data, workflow analysis, and customer support interactions. The role partners across functions and advises senior leaders, translating customer insights into strategies and prioritized initiatives that improve outcomes and deliver measurable business value. Expected travel is 25–50%.

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