Academy Customer Experience Lead

About the role

The Academy Services CX Lead acts as the customer experience subject matter expert within the Academy Services organization, partnering with Operating Units across the Americas and EMEA to design, govern and optimize digital learning experiences in the Medtronic Academy ecosystem. The role combines customer experience consulting, journey design, governance, analytics and operational expertise, and works in a flexible working model in Bogotá.

Key responsibilities

• Partner with Operating Units to understand business objectives, target audiences and desired outcomes for digital learning initiatives
• Design and optimize end-to-end Academy learning journeys to improve engagement, completion and business impact
• Define, maintain and enforce customer experience standards, conduct audits and establish governance frameworks
• Analyze learner engagement, content performance and customer experience data, and turn insights into actionable recommendations
• Develop reporting frameworks, dashboards and measurement approaches, and monitor the effectiveness of improvements
• Lead customer experience improvement initiatives and cross-functional optimization projects
• Provide operational support for Academy initiatives, including content deployment, quality assurance and troubleshooting

Required profile

• High school diploma or equivalent with six years of relevant experience in a clinical lab, clinical training, field sales/support in medical devices or healthcare, or an Associate's degree with four years or a Baccalaureate with two years
• Five years of experience in digital customer experience, digital marketing, Training & Education or related operational roles
• Fluent in English
• Proven experience in customer experience, digital education or digital marketing, and in designing and measuring multi-touchpoint digital customer journeys

Required skills

• Hands-on experience with Totara or another Learning Management System, AEM or another content management system
• Analytics tools such as Adobe Analytics or similar platforms
• Jira, Miro and related tools are desirable
• Strong analytical and consulting skills, stakeholder influence and a proactive, accountable approach

What we offer

• A competitive salary and a flexible benefits package
• Eligibility for the Medtronic Incentive Plan (MIP)