Head of Customer Experience

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Manages and defines the product(s), solution(s) and/or service(s) assigned and drives their business performance across the whole product lifecycle.

Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our global team: We are a team of 73,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers.

We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone to grow personally and professionally.

Join us.

Position Overview: As the Head of Customer Experience in North America Customer Service, you’ll shape the customer experience across our service delivery. In this role, you’ll define and deliver the strategy that ensures every customer service interaction, whether face to face, digital or support channel - drives measurable value, fosters deep loyalty, and reflects our brand promise through proven B2B CX methodologies. As the leader, you will partner with internal and external stakeholders to influence and design customer journeys, drive continuous improvement and foster a customer-first culture throughout the CS organization.

The Head of Customer Experience reports to the Senior Manager, Customer Service Operational Excellence in North America.

Key Responsibilities

• Build, Develop, and operationalize a customer experience strategy and roadmap rooted in leading-edge B2B practices, leveraging customer journey mapping, feedback loops, and real-world execution models to drive transformation.
• Ensure key customer touchpoints deliver value, build loyalty, reflect SHS brand promise
• Implement a “commitment” to “deliverable” tracker in CRM; track adherence to SLA commitments.
• Analyze customer portals, knowledge bases and virtual assistants to create seamless experience
• Establish systemic listening channels to understand pain points and opportunities (e.g. customer and field surveys, customer advisory groups)
• Align activities with internal organizations that impact customer experience (e.g. Service Ops, Logistics, Field organization, Finance)
• Define relevant CX success metrics (NPS, OSAT, Operational KPIs)
• Partner with external Consulting companies and CX companies for benchmarking
  
  

Role

This is a high impact, individual contributor role, where you’ll set the vision, inspire change and help shape how our customers experience us every day. What we’re looking for:

• Passionate about Customer Experience
• Acts as customer advocacy and reflects voice to anticipate and respond to customer needs
• Knows digital customer engagement tools, CRM and analytical platforms as well as AI tools to leverage insights and predict customer needs
• Demonstrated ability to align customer journeys with business goals through practical B2B CX frameworks and execution plans
• Drives measurable impact through customer-centric transformation
• Improves collaboration and project success via stakeholder alignment
• Understands and communicates CX ROI, including cost savings, revenue uplift, and retention improvements
• Leads CX-driven innovation through personalized experiences, loyalty programs, and agile feedback loops
• Data savvy and strong analytical skills
• Excellent and credible communicator
• Knowledge from other – CX leading industries - desired
• Fosters inclusive leadership practices that promote equity, psychological safety, and diverse team collaboration
  
  

Required Qualifications

• Minimum 8+ years proven experience leading customer experience, field operations or service teams.
• Strong track record of applying B2B CX strategies to drive measurable improvements in OSAT, NPS, retention, and customer lifetime value
• Bachelor's degree in business, Marketing/Communications, Operations, Data/IT or a related field with operational applicability; advance degree preferred.
• Experience in Healthcare business, multinational environments and medical processes are advantageous
• Willingness to travel up to 15%
  
  

Who we are: We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The Annual Base Pay For This Position Is

Min $139,800 - Max $209,600

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

EEO is the Law: Applicants and employees are protected under Federal law from discrimination.

Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.

If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at [email protected]. Please note HR People Connect People Contact Center will not have visibility of your application or interview status.

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Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”

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