Digital Insights and Analytics Senior Manager

Job ID: 31161360Company: Abbott LaboratoriesLocation: United States - Illinois - Abbott ParkJob Type: Full timeCategory: MarketingIndustry: HealthcarePosted Date: 2026-09-17Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.Working at AbbottAt Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:Career development with an international company where you can grow the career you dream of .Free medical coverage for employees* via the Health Investment Plan (HIP) PPOAn excellent retirement savings plan with high employer contributionTuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.The OpportunityAbbott is seeking a strategic and data-driven leader to elevate our digital customer experience through advanced insights and analytics. As the Senior Manager, Digital Insights and Analytics, you will own and evolve our enterprise Customer Experience Index (CEI) while scaling Voice of Customer (VoC) capabilities to drive measurable, customer-centered improvements. This role is critical in embedding a unified, insight-led approach across the organization to enhance engagement, satisfaction, and business outcomes.What You’ll Work OnOwn and evolve the enterprise Customer Experience Index (CEI), including methodology, governance, and reportingDrive adoption of standardized CX metrics and measurement frameworks across business units and channelsEstablish linkage between customer experience performance, business outcomes, and digital transformation goalsDesign and operationalize a closed-loop Voice of Customer (VoC) programIntegrate VoC insights into decision-making across marketing, product, and digital teamsLead end-to-end customer journey mapping and identify friction points and moments that matterApply advanced analytics, AI, and predictive modeling to anticipate customer needs and personalize experiencesDevelop and implement a data-driven prioritization framework for CX improvementsPartner cross-functionally to define, execute, and measure the impact of experience enhancementsEnable monitoring and reporting across digital channels and customer touchpointsInfluence stakeholders and drive adoption of CX best practices across the enterpriseRequired QualificationsBachelor’s degree in Marketing, Business Analytics, or a related field10+ years of experience in Customer Experience (CX), analytics, digital marketing, consulting, or related fields4+ years of leadership experience managing teams or driving enterprise initiativesProven experience implementing CX measurement frameworks (e.g., CXI, NPS, CSAT) at scaleExperience designing and managing Voice of Customer programs and closed-loop feedback systemsStrong expertise in customer journey mapping, service design, and friction point analysisDemonstrated ability to translate data and insights into measurable CX improvementsStrong analytical and problem-solving skills, including working with structured and unstructured dataExperience with analytics and marketing tools (e.g., Google Analytics, VoC platforms, marketing automation tools)Excellent communication skills with the ability to influence senior stakeholdersPreferred QualificationsAdvanced degree (MBA or Master’s) in a relevant fieldExperience applying AI, machine learning, or predictive analytics to customer experience optimizationBackground working in complex, matrixed, or global organizationsFamiliarity with digital transformation initiatives and omnichannel engagement strategiesExperience with agile methodologies and project management frameworksStrong change management experience driving cross-functional alignment and adoptionHigh level of business acumen with a results-oriented mindsetCollaborative, adaptable, and comfortable operating in fast-paced environmentsLearn more about our health and wellness benefits, which provide the security to help you and your family live full lives: Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.Connect with us at , on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.The base pay for this position is $129,300.00 – $258,700.00. In specific locations, the pay range may vary from the range posted.Skillscustomer experience indexvoice of customercustomer journey mappingcx measurement frameworksservice designfriction point analysisadvanced analyticsdata-driven prioritizationgoogle analyticsmarketing automation toolsaimachine learningproject management frameworksstakeholder managementcross-functional collaborationchange managementbusiness acumenomnichannel engagementdigital transformation