About this role
<p><span style="color:#000000"><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Murata Vios is a global medical device company dedicated to creating a paradigm shift in the way healthcare is delivered. Through the utilization of our internet-of-things medical-grade sensors and virtual patient care services, we plan to lower the cost of healthcare and improve patient outcomes. Murata Vios is seeking qualified individuals who contribute to our vision through sound product development engineering practices and passionate sales and marketing leadership.</span></span></span></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Why Consider This Job Opportunity</H2> </div><div><p style="margin:0.0in;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">The Customer Experience Director leads customer experience for a product-oriented medical technology portfolio. This position defines and optimizes end-to-end journeys, translates Voice of Customer insights into roadmap and pipeline priorities, and ensures consistent, high-quality user experiences across touchpoints. The Customer Experience Director partners cross-functionally to establish CX (Customer Experience) governance, metrics, and closed-loop improvement processes that elevate customer outcomes and business performance.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Workplace Policy</H2> </div><div><p style="margin:0.0in;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Hybrid from Woodbury, MN </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What To Expect (Essential Job Responsibilities)</H2> </div><div><ul> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Own and optimize the end-to-end customer journey across marketing, sales, onboarding, product adoption, support, and renewal to improve customer outcomes and business performance.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Define, socialize, and govern the enterprise CX strategy which includes experience principles, journey standards, measurement approach, and cross-functional operating rhythms to ensure consistent execution across functions and regions.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Establish CX success metrics and reporting (e.g., NPS, CSAT, CES, adoption, retention), facilitating closed-loop improvement processes that translate insights into prioritized, cross-functional actions and measurable outcomes.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Lead cross-functional customer journey mapping to identify moments that matter, pain points, and opportunities. Translating insights into prioritized experience improvements that inform the product pipeline and product roadmap.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Lead the Voice of Customer and market research program (e.g., surveys, interviews, advisory boards, segmentation/personas, and usability/input studies), delivering clear, evidence-based customer insights and requirements that influence product strategy, roadmap prioritization, and pipeline decisions.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Partner with cross-functional teams (e.g., Product, QA/RA, Marketing, and Customer Support/Service) to operationalize customer insights into prioritized actions, ensuring appropriate inputs to post-market surveillance and continuous improvement processes.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Own UI/UX direction and consistency by partnering with product, design, engineering, and marketing to define standards, review key experiences, validate usability, and ensure coherent journeys across digital and physical touchpoints (in alignment with product management-owned privacy and security requirements).</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Influence and align senior stakeholders on CX priorities; lead cross-functional experience improvement initiatives from insight to implementation. Includes communications and change management to embed customer-centric practices across marketing, product, sales, and customer support/service teams.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Miscellaneous Job Responsibilities</H2> </div><div><ul> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Provide people leadership to direct reports, including goal-setting, coaching, performance management, and development planning, to build a high-performing customer experience team.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Hire, onboard, and retain top talent; define roles/responsibilities and establish team operating norms to support delivery of the CX roadmap.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Select, manage, and evaluate outsourced vendors and consultants (e.g., research firms, design agencies, and analytics partners), including RFP support, scope definition, SOWs, timelines, deliverables, and quality standards.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Manage external spend and resource plans for the CX function; monitor budgets, forecast needs, and ensure vendor and consultant engagements deliver measurable value.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Set priorities, allocate capacity, and remove delivery barriers across internal and external resources to ensure on-time execution of key CX initiatives.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Ensure team and vendor activities follow company policies and applicable procedures (e.g., confidentiality, data handling, and supplier expectations) while maintaining clear documentation and communication with stakeholders.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What Is Required (Qualifications)</H2> </div><div><ul> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Bachelor’s degree in a relevant field (e.g., Engineering, Design, Computer Science, Business, Marketing, Life Sciences) or equivalent practical experience.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">10+ years’ experience in customer experience, product management, UX/design, customer insights/VoC, digital product, or related product-adjacent roles with progressive responsibility.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">5+ years leading cross-functional experience and product initiatives that translate journey insights into requirements and roadmap/pipeline decisions, with measurable outcomes.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">3+ years people leadership with direct reports and/or formal leadership of vendors/consultants on complex programs.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">3+ years’ experience in medtech or other regulated healthcare environment, with working familiarity with applicable quality/regulatory concepts (e.g., FDA, ISO 13485) and how post-market feedback and risk considerations influence decisions.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Demonstrated ability to lead through influence and collaborate effectively with product, design, engineering, QA/RA, sales, marketing, and customer support/service partners.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Strong written and verbal communication skills, including executive-level storytelling with data, clear documentation, and effective facilitation/presentations. </span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Strong analytical, problem-solving, and decision-making skills; comfortable working with ambiguity and incomplete information.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Adaptable and resilient in a fast-changing environment with the ability to adjust priorities, leading others through change.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">How To Stand Out (Preferred Qualifications)</H2> </div><div><ul> <li style="text-align:justify;font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Master of Business Administration (MBA) degree.</span></li> <li style="text-align:justify;font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Experience in medical devices/diagnostics and/or software as a medical device (SaMD), ideally within patient monitoring.</span></li> <li style="text-align:justify;font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Demonstrated success establishing or scaling CX operating models (e.g., governance, standards, and closed-loop measurement) in a matrixed, global organization.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Travel</H2> </div><div><p style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Domestic travel and infrequent international travel.</span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:8.0pt;color:black">Minimum Salary: $140,967</span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:8.0pt;color:black">Maximum Salary: $170,000</span></p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:8.0pt;color:black">We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as competitive benefits.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Perks</H2> </div><div><ul> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Comprehensive benefits package including medical, dental, and vision insurance. </span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Generous Paid Time Off including paid holidays and floating holidays. </span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">401(k) employer match on retirement planning. </span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Hybrid working schedule for eligible positions.</span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Tuition reimbursement on approved programs. </span></li> <li style="font-size:10.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Flexible and health spending accounts. </span></li> <li style="font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black">Talent Development program. </span></li> </ul></div></div></div><p><span style="color:#000000"><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Create a better life for patients, clinicians, and hospital administrators by joining the Murata Vios team. Murata Vios offers competitive compensation and comprehensive benefits.</span></span></span></p> <p><span style="color:#000000"><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Equal Opportunity/Affirmative Action Employer – M/F/Disabilities/Veterans</span></span></span></p>