About the role

AI summarised

The Head of Customer Experience, APAC at Abbott leads the end-to-end customer experience strategy across the Asia-Pacific region, focusing on improving satisfaction, loyalty, and advocacy through data-driven insights, AI-enabled technologies, and omnichannel service improvements. This role oversees multi-language service center operations, drives CX infrastructure and transformation initiatives, manages supplier governance, and ensures compliance within a regulated healthcare environment. The leader collaborates cross-functionally with global teams, IT, and third-party providers to foster a customer-centric culture and scale best-in-class experiences.

HealthcareOnsite

Key Responsibilities

Analyze and map the customer journey to identify pain points and opportunities; drive continuous improvement across processes, tools, and technologies
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
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

Requirements

Bachelor’s degree in business, Marketing, Healthcare Management, or a related field
Master’s degree preferred
Minimum >10 years in customer experience management
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
Proven experience in program and project management (classical and agile)
Experience 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
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