Head of Customer Experience, APAC job opportunity at Abbott.

Home Jobs In Singapore Tag: APAC Head of Customer Experience, APAC position at Abbott


DatePosted 23 Days Ago bot
Abbott Head of Customer Experience, APAC
Experience: 10-years
Pattern: full-time
Country:
apply Apply Now
Salary:
Status:

APAC

Copy Link Report
degreeGeneral
loacation Singapore, Singapore
loacation Singapore....Singapore

      JOB DESCRIPTION: About Abbott Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. We’re focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology. Job Purpose The Head of Customer Experience, APAC is responsible for driving customer satisfaction, loyalty, and advocacy across the APAC region. This role requires a strategic thinker with a passion for enhancing the end-to-end customer journey and agent experience, coupled with hands-on execution of key programs. The leader will leverage data-driven insights, modern CX technologies, and AI-enabled capabilities to continuously improve service delivery, reduce resolution times, and scale best-in-class experiences across channels. Working cross-functionally with country teams, global project and quality teams, IT, and third-party providers, the role fosters a customer-centric culture and ensures compliance within a regulated healthcare environment. Accountability / Scope Own regional run operations excellence for multi-language service center hubs across APAC, in cooperation with Senior Performance and CX Management. Define “what success looks like” through a clear KPI framework, escalation turnaround, resolution lead time) and drive continuous performance improvements. Establish and oversee Supplier Governance and operation, Create a clear R/R and structured root-cause analysis with corrective/preventive actions. Shape and influence the CX infrastructure and IT landscape jointly with delivery partners and IT, ensuring systems (CRM/CCaaS, ticketing, knowledge, analytics) enable efficient, compliant operations. Lead the AI/tech/platform (Allego) transformation agenda for CX (e.g., self-service, conversational AI, assisted-agent tools, predictive analytics), balancing innovation with risk, privacy, and quality requirements. Key Responsibilities Develop and implement a comprehensive Customer Experience strategy tailored to APAC, aligned with global objectives. Analyze and map the customer journey to identify pain points and opportunities; drive continuous improvement across processes, tools, and technologies. Expand omnichannel and agent experience: analyze and improve journeys across phone, chat, email, social, and self-service; elevate agent satisfaction (knowledge, coaching, alignment). Oversee APAC call center operations to ensure efficient handling of inquiries, complaints, and feedback; implement best practices to improve performance and satisfaction. Ensure excellence in regional run operations, standardize ways of working and optimize workflows. Establish and monitor KPIs to measure satisfaction and loyalty; use insights to guide decisions and improvement initiatives. i.e. partnering with CRM team. Build, lead, and mentor a high-performing customer experience team across APAC; foster a customer-centric culture and enable continuous learning. Handle customer complaints and escalations effectively, ensuring timely resolution and maintaining trust. Ensure all CX activities comply with relevant regulations and quality standards; maintain robust quality assurance mechanisms. Lead Supplier (BPO) Governance, run QBRs, manage performance, execute root-cause analyses, and drive process optimization to reduce resolution lead time. Drive program and project management rigor: plan and execute key CX programs using classical and agile methodologies; own outcomes end-to-end. Collaborate with global project teams, Abbott quality teams, and third-party service providers to ensure excellent delivery and a sustainable process landscape. Proactively interact and influence into the global CX community at ADC Shape the CX infrastructure and technology roadmap with IT and delivery partners (CRM, data dashboard, ticketing, knowledge management, analytics) and manage change/adoption. Define and execute AI/tech transformation for CX (e.g., IVR/NLP bots, agent-assist, predictive insights); pilot responsibly and scale with governance. Establish robust data and insights practices: customer analytics, dashboards, segmentation, and closed-loop feedback (VoC, NPS, CSAT, CES). Requirements Bachelor’s degree in business, Marketing, Healthcare Management, or a related field. Master’s degree preferred. Minimum >10 years in customer experience management, with at least 5 years in a leadership role within the healthcare industry across region. Experience working within a small team environment in a regional APAC capacity. Proven experience in service provider governance, program and project management (classical and agile), and designing/optimizing omnichannel customer and agent journeys. Hands-on experience shaping CX infrastructure and delivering technology-enabled improvements. Strong analytical and problem-solving abilities; excellent communication and interpersonal skills; proficiency with CX tools; classical and agile project management; supplier governance; process improvement and root-cause analysis; ability to document business requirements and quantify impact; strong business acumen; leadership and team management. Customer-focused mindset with a passion for delivering exceptional service. Strategic thinker with the ability to execute tactically. Adaptable and culturally aware across diverse APAC markets. Strong ethical standards and integrity. Meet the requirements with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met. Strategic and influential leader. Apply Now Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.       The base pay for this position is N/A In specific locations, the pay range may vary from the range posted.       JOB FAMILY: Customer Service       DIVISION: ADC Diabetes Care          LOCATION: Singapore > Singapore : DUO Tower       ADDITIONAL LOCATIONS:       WORK SHIFT: Standard       TRAVEL: Yes, 10 % of the Time       MEDICAL SURVEILLANCE: Not Applicable       SIGNIFICANT WORK ACTIVITIES: Not Applicable                  

Other Ai Matches

remote-jobserver Remote
Representante de Ventas - Mérida (Cardio) Applicants are expected to have a solid experience in handling Job related tasks
Senior Field Clinical Specialist - Structural Interventions Applicants are expected to have a solid experience in handling Job related tasks
Territory Manager, CardioMEMS - Greenville, SC/Augusta, GA Applicants are expected to have a solid experience in handling CardioMEMS - Greenville, SC/Augusta, GA related tasks
Account Payable Accountant Applicants are expected to have a solid experience in handling Job related tasks
Customer Service Associate Applicants are expected to have a solid experience in handling Job related tasks
Field Service Engineer (Transfusion Service Ambassador) (Tampa, FL) Applicants are expected to have a solid experience in handling FL) related tasks
Territory Business Manager- Osvita- Calicut Applicants are expected to have a solid experience in handling Job related tasks
Regional Associate - Kolkata - Vaccines Applicants are expected to have a solid experience in handling Job related tasks
Sr. Data Scientist - Mumbai Applicants are expected to have a solid experience in handling Job related tasks
Product Manager, Customer Experience Applicants are expected to have a solid experience in handling Customer Experience related tasks
Operational Excellence Manager Applicants are expected to have a solid experience in handling Job related tasks
Senior Maintenance Technician- 2nd Shift Applicants are expected to have a solid experience in handling Job related tasks
Manager, IP Research Applicants are expected to have a solid experience in handling IP Research related tasks
Sales Operations Analyst - Tlalpan Applicants are expected to have a solid experience in handling Job related tasks
Senior Clinical Specialist, Endovascular - Minneapolis/St. Paul Applicants are expected to have a solid experience in handling Endovascular - Minneapolis/St. Paul related tasks
remote-jobserver Remote
Clinical Site Lead - Los Angeles Applicants are expected to have a solid experience in handling Job related tasks
Territory Business Manager | Serampore | Osvita Applicants are expected to have a solid experience in handling Job related tasks
Marketing Manager Applicants are expected to have a solid experience in handling Job related tasks
Studentische Aushilfe On-Market Software Development (m/w/d) Applicants are expected to have a solid experience in handling Job related tasks
Principal Clinical Specialist Applicants are expected to have a solid experience in handling Job related tasks
Regulatory Affairs Project Manager - Vascular (on-site) Applicants are expected to have a solid experience in handling Job related tasks
Institutional Brand Manager (Nutrition) Applicants are expected to have a solid experience in handling Job related tasks
Manufacturing, Filling Operator (Night Shift 6:30pm to 7:00am - Alternating Weekends) Applicants are expected to have a solid experience in handling Filling Operator (Night Shift 6:30pm to 7:00am - Alternating Weekends) related tasks