Sr. Director, Information Technology - CX CoE Lead

Stryker • Mahwah, NJ • 2h ago

Position summary:

Leads the Customer Experience Center of Excellence (CX CoE), responsible for defining, measuring, and improving customer and employee experiences across Stryker's digital ecosystem.

Partners with business units, product teams, and IT leaders to embed CX principles into strategy, design, and delivery of technology solutions.

Ensures Stryker delivers frictionless, human-centered digital experiences that drive adoption, satisfaction, and business outcomes.

Essential duties & responsibilities: (detailed description)

CX Strategy & Vision: Define and maintain a CX strategy and roadmap aligned with enterprise digital priorities.

Insights & Research: Lead qualitative and quantitative research, customer interviews, and journey mapping to identify pain points and opportunities.

Measurement & Analytics: Establish CX measurement frameworks (NPS, CSAT, adoption metrics) and share actionable insights with stakeholders.

Design & Standards: Lead creation of UX designs in partnership with key stakeholders, develop CX design systems, guidelines, and toolkits to ensure consistency, accessibility, and usability.

Collaboration & Influence: Partner with product, engineering, innovation, and EA teams to co-design experiences that drive measurable impact.

Training & Enablement: Build CX literacy across Stryker with playbooks, training, and a CX champion's network.

Continuous Improvement: Monitor experience trends, emerging tools, and benchmark Stryker's CX maturity against industry standards.

Governance: Chair CX governance forums and ensure feedback and metrics inform investment decisions.

Education & special trainings:

Bachelor's degree in human centered Design, Business, Digital/IT, or related field (master's

preferred).

Training in UX, Design Thinking, or Customer Experience Management certifications strongly preferred.

Exposure to CX tools (Figma, Qualtrics, Medallia, Adobe Experience Cloud, etc.) desirable.

Qualifications & experience:

15+ years of professional experience, with at least 7-10 years in customer experience, design, or digital product roles.

5+ years in leadership roles managing CX/UX or digital design teams.

Demonstrated ability to define CX strategy, implement measurement frameworks, and drive business adoption.

Strong experience in workshop facilitation, journey mapping, and human-centered design.

Proven success in influencing senior stakeholders and embedding CX practices at scale.

Experience in regulated industries (healthcare, med-tech, pharma, life sciences) highly preferred.

Familiarity with agile delivery models and product-centric organizations.

Physical & mental requirements:

Strong communication, facilitation, and storytelling skills to influence diverse stakeholders.

Ability to simplify complexity and translate data into clear actions.

Comfortable operating in a fast-paced, global, matrixed environment.

Occasional travel required for research, workshops, and global stakeholder engagement.

Must demonstrate resilience, adaptability, and customer-first mindset.

$205,800 - $291,690 salary plus bonus eligible + generally eligible for short-term and long-term financial incentives + benefits.? Individual pay is based on skills, experience, and other relevant factors.

This role will be posted for a minimum of 3 days.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.

Stryker

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