[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. This strategic leader will accelerate the transformation of customer engagement, service delivery, and order-to-cash operations through:

• Artificial intelligence
• Intelligent automation
• Digital platforms
• Data-driven innovation

This highly visible enterprise leadership role partners closely with:

• Digital & AI
• IT
• Data & Analytics
• Commercial
• Supply Chain
• Customer-facing teams

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
• Create scalable digital capabilities that enable future growth

Success in this position requires a proven ability to:

• Lead enterprise transformation initiatives
• Influence senior executives
• Build organizational capability
• Deliver measurable business results through innovation and technology adoption

As the Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement, you will:

• 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
• 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
• 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)