**Purpose of Job:** Establish patient service excellence as a strategic pillar to position Abbott as therapy shaping thought leader by building an integrated customer engagement ecosystem. **Key Accountabilities, Responsibilities and Deliverables:** + Conceptualize and develop an integrated Patient Service Excellence (PSE) platform strategy under one single umbrella to offer end to end services from awareness to diagnosis and lifestyle medication across therapies. + Define the innovation strategy by identifying the need gaps and opportunity areas basis the consumer and customer ecosystem. + Align Global teams and multiple internal stakeholders to build and drive programs seamlessly. + Define a strong Governance model to run the program with help of Program managers, Regional Activation Managers as well as 3rd party vendors + Work collaboratively with Sales, Marketing and other Support functions to ensure seamless execution. + Track impact on initiatives - as per best practices + _Qualitative_ - e.g. Customer experience –– Satisfaction, Perception change, Program + _Quantitative_ - e.g. KPIs like Program subscribers, Number of screenings, engagement rate, Doctor and Patient NPS + Effectively design & align processes with third parties, medical, clinical, OEC/ BCC to convert data from programs into actionable insights, Real World Evidence, publications. + Ensure Medical / Regulatory / Legal & PA/IT/PV/OEC/BCC compliance + Manage a team of Program Managers (PSP and diagnostics), Regional activation managers, 3rd party vendor teams An Equal Opportunity Employer Abbot welcomes and encourages diversity in our workforce. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please call 224-667-4913 or email corpjat@abbott.com