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

- **Company:** Medtronic Inc.
- **Location:** Minneapolis, MN, United States (Remote available)
- **Experience:** Expert
- **Salary:** $212,800.0 - $319,200.0
- **Contract:** Temporary contract
- **Skills:** Artificial Intelligence, Machine Learning, Web Platforms, Workflow Management Systems, Chatbots, Generative AI, Data Analytics
- **Published:** October 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=41107419943123c0

## About the Role

To 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.
*, * 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.

## Description

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.
*