Senior Manager Customer Validation & Insights Governance (f/m/d)

Senior Manager Customer Validation & Insights Governance (F/M/D)

Siemens Healthineers Customer Services seeks a senior individual contributor to strengthen global customer and user validation capabilities. This role focuses on establishing governance, standards, and systems enabling scalable, high‑quality customer validation across digital solutions, services, offerings, and pricing initiatives. The position may evolve into a team leadership role as the capability matures.

Key Responsibilities

• Design and establish a global governance framework for customer and user validation, including standards, quality criteria, and compliance requirements in close collaboration with the UX organization.
• Define and implement a scalable operating model for customer validation, covering intake, prioritisation, service levels, and decision logic.
• Build and own a central customer insights repository (taxonomy, documentation standards, access rules, reuse mechanisms).
• Establish and maintain a standardised template and process library (e.g., intake briefs, consent documentation, study designs, reporting and decision memos).
• Act as senior sparring partner for complex or high‑impact validation initiatives across digital experience, service offerings, pricing, and bundling.
• Collate and align with existing global feedback and oSAT teams, ensuring consistency across tools, methods, and processes.
• Work intensively with regions and countries, balancing global standards with local requirements and ensuring adoption within a matrix organisation.
• Enable internal stakeholders through guidelines, coaching, and best‑practice sharing.
• Translate customer insights into clear implications and recommendations to support strategic decision‑making.

Qualifications

• Degree in business, social sciences, marketing, psychology, or a related field.
• Many years of senior professional experience in customer research, user research, market research, insights, or comparable areas.
• Proven experience building governance structures, standards, and scalable processes.
• Strong understanding of qualitative and quantitative research and validation methods.
• Experience working in global roles within matrix organisations.
• Practical experience collaborating with regional and country organisations in an international setup.
• Experience with enterprise feedback or research platforms is an advantage.

Skills & Attributes

• Strong analytical and conceptual thinking with a system‑oriented mindset.
• High level of quality awareness and a strong sense of governance and compliance.
• Ability to influence without formal authority within complex, global stakeholder environments.
• High intercultural sensitivity and confidence in working across regions and countries.
• Structured, pragmatic, and solution‑oriented work style.
• Leadership ambition and readiness to take on broader responsibilities over time.
• Excellent English language skills; German language skills are an advantage.

As an equal opportunity employer, we welcome applications from individuals with disabilities.