Siemens Healthineers
Overview
Position Overview: As the
Head of Customer Experience in North America Customer Service , you’ll shape the customer experience across our service delivery. In this role, you’ll define and deliver the strategy that ensures every customer service interaction — whether face to face, digital or support channel — drives measurable value, fosters deep loyalty, and reflects our brand promise through proven B2B CX methodologies. As the leader, you will partner with internal and external stakeholders to influence and design customer journeys, drive continuous improvement and foster a customer-first culture throughout the CS organization. The Head of Customer Experience reports to the Senior Manager, Customer Service Operational Excellence in North America. Our global team: We are a team of 73,000+ employees across more than 70 countries, pushing the boundaries of healthcare to help improve people’s lives around the world. Our portfolio spans diagnostics, image-guided therapy and cancer care, and is crucial for clinical decision-making and treatment pathways. Our culture: We value inclusivity and empower every individual to contribute with diverse ideas. We are a community of scientists, clinicians, developers, researchers, professionals, and skilled specialists working together to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For more information, visit our Careers Site. Join us in a flexible and dynamic environment with opportunities to grow personally and professionally. Key Responsibilities
Build, develop, and operationalize a customer experience strategy and roadmap rooted in leading-edge B2B practices, leveraging customer journey mapping, feedback loops, and real-world execution models to drive transformation. Ensure key customer touchpoints deliver value, build loyalty, and reflect SHS brand promise. Implement a “commitment” to “deliverable” tracker in CRM; track adherence to SLA commitments. Analyze customer portals, knowledge bases and virtual assistants to create a seamless experience. Establish systemic listening channels to understand pain points and opportunities (e.g., customer and field surveys, customer advisory groups). Align activities with internal organizations that impact customer experience (e.g., Service Ops, Logistics, Field, Finance). Define relevant CX success metrics (NPS, OSAT, operational KPIs). Partner with external Consulting and CX companies for benchmarking. Role and Requirements
This is a high-impact, individual-contributor role where you’ll set the vision, inspire change and help shape how our customers experience us every day. What we’re looking for
Passionate about Customer Experience; acts as customer advocate and reflects voice to anticipate and respond to customer needs. Knos digital customer engagement tools, CRM and analytical platforms, and AI tools to leverage insights and predict customer needs. Demonstrated ability to align customer journeys with business goals through practical B2B CX frameworks and execution plans. Drives measurable impact through customer-centric transformation. Improves collaboration and project success via stakeholder alignment. Understands and communicates CX ROI, including cost savings, revenue uplift, and retention improvements. Leads CX-driven innovation through personalized experiences, loyalty programs, and agile feedback loops. Data-savvy with strong analytical skills; excellent and credible communicator. Knowledge from other CX-leading industries is desired; fosters inclusive leadership that promotes equity and psychological safety. Required Qualifications
Minimum 8+ years of proven experience leading customer experience, field operations or service teams. Strong track record of applying B2B CX strategies to drive improvements in OSAT, NPS, retention, and customer lifetime value. Bachelor’s degree in business, marketing/communications, operations, data/IT or related field; advanced degree preferred. Experience in healthcare business, multinational environments and medical processes is advantageous. Willingness to travel up to 15%. Compensation and Benefits
Annual base pay: Min $139,800 – Max $209,600. Salary may vary by geography, skills, education, and experience. This position may include commission eligibility per company plan. Benefits include medical, dental, vision, 401(k), life insurance, disability, paid time off, and other eligibility-based benefits. Equal Employment Opportunity
Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, disability, marital status, pregnancy, genetic information, sexual orientation, gender identity or expression, or other protected categories. EEO is the Law; Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity and will provide reasonable accommodations as needed. If you require an accommodation during the application process, please contact HR. Notes
California Privacy Notice, Export Control, Data Privacy statements and scam awareness remain part of the job posting as applicable. To all recruitment agencies: Siemens Healthineers does not accept agency resumes.
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Position Overview: As the
Head of Customer Experience in North America Customer Service , you’ll shape the customer experience across our service delivery. In this role, you’ll define and deliver the strategy that ensures every customer service interaction — whether face to face, digital or support channel — drives measurable value, fosters deep loyalty, and reflects our brand promise through proven B2B CX methodologies. As the leader, you will partner with internal and external stakeholders to influence and design customer journeys, drive continuous improvement and foster a customer-first culture throughout the CS organization. The Head of Customer Experience reports to the Senior Manager, Customer Service Operational Excellence in North America. Our global team: We are a team of 73,000+ employees across more than 70 countries, pushing the boundaries of healthcare to help improve people’s lives around the world. Our portfolio spans diagnostics, image-guided therapy and cancer care, and is crucial for clinical decision-making and treatment pathways. Our culture: We value inclusivity and empower every individual to contribute with diverse ideas. We are a community of scientists, clinicians, developers, researchers, professionals, and skilled specialists working together to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For more information, visit our Careers Site. Join us in a flexible and dynamic environment with opportunities to grow personally and professionally. Key Responsibilities
Build, develop, and operationalize a customer experience strategy and roadmap rooted in leading-edge B2B practices, leveraging customer journey mapping, feedback loops, and real-world execution models to drive transformation. Ensure key customer touchpoints deliver value, build loyalty, and reflect SHS brand promise. Implement a “commitment” to “deliverable” tracker in CRM; track adherence to SLA commitments. Analyze customer portals, knowledge bases and virtual assistants to create a seamless experience. Establish systemic listening channels to understand pain points and opportunities (e.g., customer and field surveys, customer advisory groups). Align activities with internal organizations that impact customer experience (e.g., Service Ops, Logistics, Field, Finance). Define relevant CX success metrics (NPS, OSAT, operational KPIs). Partner with external Consulting and CX companies for benchmarking. Role and Requirements
This is a high-impact, individual-contributor role where you’ll set the vision, inspire change and help shape how our customers experience us every day. What we’re looking for
Passionate about Customer Experience; acts as customer advocate and reflects voice to anticipate and respond to customer needs. Knos digital customer engagement tools, CRM and analytical platforms, and AI tools to leverage insights and predict customer needs. Demonstrated ability to align customer journeys with business goals through practical B2B CX frameworks and execution plans. Drives measurable impact through customer-centric transformation. Improves collaboration and project success via stakeholder alignment. Understands and communicates CX ROI, including cost savings, revenue uplift, and retention improvements. Leads CX-driven innovation through personalized experiences, loyalty programs, and agile feedback loops. Data-savvy with strong analytical skills; excellent and credible communicator. Knowledge from other CX-leading industries is desired; fosters inclusive leadership that promotes equity and psychological safety. Required Qualifications
Minimum 8+ years of proven experience leading customer experience, field operations or service teams. Strong track record of applying B2B CX strategies to drive improvements in OSAT, NPS, retention, and customer lifetime value. Bachelor’s degree in business, marketing/communications, operations, data/IT or related field; advanced degree preferred. Experience in healthcare business, multinational environments and medical processes is advantageous. Willingness to travel up to 15%. Compensation and Benefits
Annual base pay: Min $139,800 – Max $209,600. Salary may vary by geography, skills, education, and experience. This position may include commission eligibility per company plan. Benefits include medical, dental, vision, 401(k), life insurance, disability, paid time off, and other eligibility-based benefits. Equal Employment Opportunity
Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, disability, marital status, pregnancy, genetic information, sexual orientation, gender identity or expression, or other protected categories. EEO is the Law; Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity and will provide reasonable accommodations as needed. If you require an accommodation during the application process, please contact HR. Notes
California Privacy Notice, Export Control, Data Privacy statements and scam awareness remain part of the job posting as applicable. To all recruitment agencies: Siemens Healthineers does not accept agency resumes.
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