Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement
Medtronic
Summary
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.
Job description
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.
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.
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
- 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
Benefits
- Health, Dental & Vision
- Health Savings Account
- Healthcare Flexible Spending Account
- Life Insurance
- Long-term Disability Leave
- Dependent Daycare Spending Account
- Tuition Assistance
- Simple Steps Well-being Program
- Incentive Plans
- 401(k) Matching
- Short-term Disability
- Paid Time Off
- Paid Holidays
- Employee Stock Purchase Plan
- Employee Assistance Program
- Non-qualified Retirement Plan Supplement
- Capital Accumulation Plan
Company overview
Medtronic is a global healthcare technology leader and one of the world's largest medical device companies, founded in 1949 in Minneapolis, Minnesota. The company operates in over 150 countries and employs more than 90,000 people worldwide. Medtronic's mission is to alleviate pain, restore health, and extend life through innovative medical technologies. The company develops and manufactures devices and therapies to treat more than 70 health conditions, including cardiac devices, cranial and spine robotics, insulin pumps, surgical tools, patient monitoring systems, and more. With a rich history that began with the invention of the battery-powered pacemaker, Medtronic has grown into a diversified healthcare technology company with four main business units: Minimally Invasive Therapies Group, Diabetes Group, Restorative Therapies Group, and Cardiac and Vascular Group. The company's therapies help approximately 72 million people annually and represent a significant force in advancing medical technology to address some of humanity's most challenging health problems.