Sr. Director, Information Technology - CX CoE Lead

Lead Customer Experience Center Of Excellence

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 :

• 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 :

Qualifications & experience :

Physical & mental requirements :

$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.