[Hiring] Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement @Medtronic

Role Description

At Medtronic, we are driven by our Mission to alleviate pain, restore health, and extend life for millions of people around the world. Our Customer Experience & Enablement organization plays a critical role in delivering exceptional experiences for customers while supporting the business systems, capabilities, and operations that help bring life-changing therapies to patients.

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.
• Partner 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.
• Offer location flexibility, including remote work arrangements, based on business needs and candidate qualifications.
• Require up to 25% global travel to Medtronic Operational Headquarters, customer locations, and Medtronic sites worldwide to support strategic initiatives, foster stakeholder engagement, and drive business objectives.

In this role, you will serve as the strategic leader responsible for shaping and executing the long-term AI and digital transformation agenda for Global Customer Care & Order Operations. You will:

• Identify opportunities to modernize customer experiences, improve operational efficiency, and create scalable digital capabilities that enable future growth.
• 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.

Qualifications

• 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.

Requirements

• 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.
• For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

Benefits

• Competitive Salary and flexible Benefits Package.
• A commitment to our employees lives at the core of our values.
• A wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
• Salary ranges for U.S (excl. PR) locations (USD): $212,800.00 - $319,200.00.
• This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
• Health, Dental and vision insurance.
• Health Savings Account.
• Healthcare Flexible Spending Account.
• Life insurance, Long-term disability leave.
• Dependent daycare spending account.
• Tuition assistance/reimbursement.
• Simple Steps (global well-being program).
• Incentive plans, 401(k) plan plus employer contribution and match.
• Short-term disability.
• Paid time off.
• Paid holidays.
• Employee Stock Purchase Plan.
• Employee Assistance Program.
• Non-qualified Retirement Plan Supplement (subject to IRS earning minimums).
• Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).