Head of Innovation

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

As the Head of Innovation in North America Customer Service, you will help shape and execute the operational AI strategy that transforms our service delivery. You will coordinate and support the development, deployment, and scaling of AI-driven initiatives that enhance predictive maintenance, workflow efficiency, and data-driven decision-making across our Medical Equipment Service organization

The Head of Innovation reports to the Senior Manager, Customer Service Operational Excellence in North America.

Key Responsibilities:

Establish a Vision and Strategy

• Define a clear vision for digital (with strong focus on AI) innovation that aligns with our organization’s strategy. Develop a strategic plan and empower ideas to execute on that vision in our Customer Service Business
• Monitor industry trends and competitors to identify areas of improvement and new opportunities.

Stay Customer-Centric

• Keep external and internal customer at the focus of the innovation efforts, by seeking regular input.
• Ensure customer service teams are equipped with efficient tools and knowledge to meet customer expectations.
• Develop training materials and rollout plans with stakeholders to support AI tool adoption across field service teams.
• Gather and incorporate user feedback to refine AI solutions.

Build a Skilled Team

• Identify employees with the necessary skills in agile methodologies to drive digital innovation with a cross-functional team.

Drive AI Strategy Execution

• Identify and evaluate opportunities to embed AI into service operations.
• Lead the implementation of digital and AI technologies to streamline customer interactions, support, and service delivery, working cross-functionally with IT, data science, and service operations teams.
• Focus on rapid proof of concept piloting and subsequent scaling.

Leverage existing Data and Insights

• Use existing comprehensive data and analytics to gain insights into and making decisions about customer behavior, operational efficiency, and market trends.
• Collaborate with analytics and engineering teams to ensure access to quality service data for model training and validation.
• Develop performance metrics and KPIs to measure the success of innovative initiatives.

Collaborate with Internal and External Partners

• Work with the Customer Service leadership team to align customer service innovation with the broader organizational strategy.
• Act as a liaison between innovation leadership and project teams to ensure delivery of high-impact, scalable solutions.
• Foster partnerships with academic institutions, research organizations, industry leaders and internal innovation hubs to advance AI technologies in customer service.

Qualifications and Skills

• Bachelor’s degree in Artificial Intelligence, Computer Science, Data Science, or a related field with operational applicability; advance degree preferred.
• Minimum of 8+ years of successful leadership experience with a focus on innovation.
• Experience in leading AI teams, implementing new technologies, processes, or service models to improve customer outcomes.
• Familiarity with machine learning, predictive analytics, and AI toolkits (e.g., Python, Azure ML, Power BI)
• Experience in agile project environments; certification in project management or change management is a plus
• Ability to generate new ideas and evaluate their potential for the organization
• Strong analytical and organizational skills with excellent communication and stakeholder engagement capabilities
• Solid understanding of customer service operations and pain points
• Experience in Healthcare business and multinational environments are advantageous
• Willingness to travel up to 15%

Who we are: We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

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