Head Of Customer Experience, APAC

Head Of Customer Experience, APAC

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

We're focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We're revolutionizing the way people monitor their glucose levels with our new sensing technology.

Job Purpose

The Head of Customer Experience, APAC is responsible for driving customer satisfaction, loyalty, and advocacy across the APAC region. This role requires a strategic thinker with a passion for enhancing the end-to-end customer journey and agent experience, coupled with hands-on execution of key programs. The leader will leverage data-driven insights, modern CX technologies, and AI-enabled capabilities to continuously improve service delivery, reduce resolution times, and scale best-in-class experiences across channels. Working cross-functionally with country teams, global project and quality teams, IT, and third-party providers, the role fosters a customer-centric culture and ensures compliance within a regulated healthcare environment.

Accountability / Scope

• Own regional run operations excellence for multi-language service center hubs across APAC, in cooperation with Senior Performance and CX Management.
• Define "what success looks like" through a clear KPI framework, escalation turnaround, resolution lead time) and drive continuous performance improvements.
• Establish and oversee Supplier Governance and operation, Create a clear R/R and structured root-cause analysis with corrective/preventive actions.
• Shape and influence the CX infrastructure and IT landscape jointly with delivery partners and IT, ensuring systems (CRM/CCaaS, ticketing, knowledge, analytics) enable efficient, compliant operations.
• Lead the AI/tech/platform (Allego) transformation agenda for CX (e.g., self-service, conversational AI, assisted-agent tools, predictive analytics), balancing innovation with risk, privacy, and quality requirements.

Key Responsibilities

• Develop and implement a comprehensive Customer Experience strategy tailored to APAC, aligned with global objectives.
• Analyze and map the customer journey to identify pain points and opportunities; drive continuous improvement across processes, tools, and technologies. Expand omnichannel and agent experience: analyze and improve journeys across phone, chat, email, social, and self-service; elevate agent satisfaction (knowledge, coaching, alignment).
• 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. i.e. partnering with CRM team.
• Build, lead, and mentor a high-performing customer experience team across APAC; foster a customer-centric culture and enable continuous learning.
• 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. Proactively interact and influence into the global CX community at ADC
• Shape the CX infrastructure and technology roadmap with IT and delivery partners (CRM, data dashboard, ticketing, knowledge management, analytics) and manage change/adoption.
• Define and execute AI/tech transformation for CX (e.g., IVR/NLP bots, agent-assist, predictive insights); pilot responsibly and scale with governance.
• Establish robust data and insights practices: customer analytics, dashboards, segmentation, and closed-loop feedback (VoC, NPS, CSAT, CES).

Requirements

• Bachelor's degree in business, Marketing, Healthcare Management, or a related field. Master's degree preferred.
• Minimum >10 years in customer experience management, with 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, program and project management (classical and agile), and 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; classical and agile project management; supplier governance; process improvement and root-cause analysis; 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. Strong ethical standards and integrity. Meet the requirements with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met. Strategic and influential leader.