Digital Insights and Analytics Senior Manager

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 122,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

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.

What You’ll Work On

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

Required Qualifications

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

Preferred Qualifications

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

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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

$129,300.00 – $258,700.00 In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Marketing Support

DIVISION:

PA Public Affairs

LOCATION:

United States > Abbott Park : AP06D

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf