Sr Manager, Customer Experience Strategy

The Opportunity

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 the Precision Oncology Business Unit. This role represents Customer Experience strategy, product, and insights within leadership forums so that customer considerations shape strategy and decision-making. They define end-to-end journeys, identify moments that matter, and ensure customer-appropriate execution across channels, products, and touchpoints.

The Sr. Manager, Customer Experience Strategy serves as the CX team's subject matter expert on how oncology customers interact with Abbott across end-to-end experience for all products in the Precision Oncology portfolio. This role develops a deep understanding of the workflows, challenges, and needs of oncologists, pathologists, advanced practice providers, nurses, delegates, practice administrators, laboratory staff, and support teams as they engage with Precision Oncology products and services. They will establish scalable approaches for capturing and synthesizing real-world customer insights through journey mapping, field observations, customer interviews, operational data, workflow analysis, and customer support interactions.

What You'll Work On

• Represent Customer Experience within Precision Oncology, serving as the voice of the customer and ensuring customer experience considerations are reflected in business strategy, priorities, operational decisions, and customer-facing solutions.
• Act as trusted advisor to Precision Oncology and IT/CX senior leaders in planning and cross-functional forums, providing objective, customer-grounded perspective that shapes strategic decisions.
• Serve as the CX subject matter expert on Precision Oncology customer workflows and end-to-end journeys across channels and touchpoints for all products in the portfolio.
• Engage directly with oncology practices and staff to understand their needs, workflows, and measures of success; develop and maintain expertise on how clinical teams interact with our products and services, and articulate customer needs back to the business (expected travel 25-50%).
• Facilitate cross-functional alignment to drive execution of CX strategies and workflow improvements: Partner with Commercial, Marketing, Medical Affairs, Product, Lab Operations, and Revenue Cycle to define customer strategy, prioritize opportunities, and ensure solutions align with real-world customer workflows and business objectives.
• Translate customer insights into CX strategies, business cases, and prioritized initiatives that improve outcomes while driving measurable business value using operational metrics, customer feedback, adoption data, and service measures.
• Use operational metrics, feedback, and adoption data to identify barriers, friction points, and opportunities across the experience, including ordering, specimen management, reimbursement support, results delivery, customer care, and digital channels such as ESPH, Epic, fax, paper TRFs, and emerging digital capabilities.

Required Qualifications

• Bachelors Degree in business, healthcare, life sciences, human centered design, or a related field, as outlined in the essential duties.
• 7+ years of progressive experience within healthcare delivery, oncology, diagnostics, and/or life sciences.
• 4+ years working within oncology clinics, pathology groups, infusion centers, or health system departments (customer environments).
• Strong analytical and problem-solving skills, including the ability to combine frontline experience with data (e.g., turnaround times, ordering patterns, 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 overall workflow performance.
• Demonstrated ability with translating 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, with 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, applying sound judgment and structured thinking.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• 3+ years leading complex, cross-functional initiatives through influence rather than direct authority.
• Strong credibility with providers, pathologists, and health system stakeholders, with the ability to translate between clinical, operational, and business perspectives.
• Working knowledge of regulatory/compliance considerations (CLIA, CAP, HIPAA, etc.).
• Ability to engage directly with customers in their environments (e.g., clinics, pathology labs, health systems), including regular face-to-face interaction to observe workflows, identify unmet needs, validate hypotheses, and inform strategies that enhance offerings and operational integration.
• Advanced computer skills to include internet navigation, Voice of the Customer platforms (e.g., Medallia, Verilogue), and Microsoft Office programs including: Word, Excel, PowerPoint, Outlook, OneNote, SharePoint.