Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement

Senior Director, Digital Transformation & AI Strategy, Customer Experience & EnablementAt 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.This highly visible enterprise leadership role partners 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.This strategic transformation leadership role offers location flexibility, including remote work arrangements, based on business needs and candidate qualifications. The role requires 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.Success in this position requires a proven ability to lead enterprise transformation initiatives, influence senior executives, build organizational capability, and 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.Required QualificationsTo be considered for this role, please ensure these minimum requirements are clearly reflected on your resume: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.Preferred QualificationsAdvanced 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.Physical Job RequirementsThe above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.U.S. Work Authorization & SponsorshipAt Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment.Recruitment Fraud AlertWe are aware of phishing scams targeting job seekers. Please keep the following in mind:Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses.Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate.If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments.If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at View email address on click.appcast.io & CompensationMedtronic offers a competitive Salary and flexible Benefits Package. A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer 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 - $319,200.00This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). The base salary range is applicable across the United States, excluding Puerto Rico. Base pay is based on numerous factors and may vary by job-related knowledge, skills, experience, etc. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: 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, and Simple Steps (global well-being program).The following benefits and additional compensation are available to all regular employees: 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), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.Further details are available at the link below:Medtronic benefits and compensation plansIt is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.If you are applying to perform