Insulet Corporation

Head of Customer Experience

UK-London | UK-London
3 months ago

Position Summary

The Head of Customer Experience is responsible for all aspects of the customer experience journey, including customer care, technical and product support, customer training and 3PL logistics. The ideal candidate in this role will have a strong commercial background, prior P&L experience at a Country Manager level, prior diabetes device experience, and possess the ability to work effectively across functional areas.


  • Manage all European Customer Care operations, including intake, reimbursement navigation and technical and product support, through direct operations and partnerships, developing and executing to critical KPIs.
  • Design and implement best-in-class training programs for field based personnel, patient trainers, customer care, and distributor partners.
  • Implement strategic commercial model for product delivery throughout Europe, including the management of third party partners and direct operations across logistics, product replacement, and order-to-cash processes.
  • Develop and execute the customer experience plan for new product launches in Europe.
  • Establish and refine country-level operations based on go-to-market commercial model
  • Continuously analyze critical success factors of the commercial model & sales strategy.
  • Manage daily business in multiple countries and assess opportunities for operational enhancements

Education and Experience

  • Bachelors of Science Degree  and/or equivalent combination of education and experience. An MBA or other relevant graduate degree is a plus.
  • First-hand knowledge and experience in the European diabetes market is preferred, but not required. 


  • Must possess a blend of strong intellect, exceptional leadership skills and results orientation.
  • A history of increasingly broad general management experience, and will have integrated and led multiple functions.
  • Significant experience in marketing, sales and the development and introduction of pioneering medical devices is required.
  • Financial and strategic skills, including prior P&L management, are a must as is a strong sense of urgency.
  • Flexible thinker who is comfortable with change and ambiguity and is also able to achieve clarity and reduce uncertainty.
  • Has a flexible operating style, hands-on when necessary, delegates effectively when a less hand-on style is appropriate.

Physical Requirements

  • Must be physically able to travel for business.  Business trips may extend over multiple days.



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