Business Architect - Global Customer Experience and Operations

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

According to the World Health Organization, approximately 422 million people have diabetes today and by 2045 the number is projected to rise to 700 million people. The Abbott Diabetes Care FreeStyle Libre continuous glucose monitor (CGM) sensor and customer experience delivers patient-centered solutions and empathetic experiences critical to helping people with diabetes understand how to manage their disease-state and live life to the fullest.

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

The Opportunity

The IT Business Architect for Global Customer Experience (Marketing / Customer 360 / Digital Channels) and Operations plays a pivotal role in shaping and optimizing business strategy, outcomes and capabilities through our customer-facing systems and business processes. This role partners with globally distributed, cross-functional teams to design scalable, service-oriented solutions that enhance customer satisfaction, streamline operations, and align with enterprise architecture standards.

Core Responsibilities:

• Serve as a trusted advisor to global leaders and stakeholders in shaping strategic plans and investment priorities.
• Facilitate workshops and stakeholder alignment sessions across regions and functions.
• Seeks ways to drive adoption of new technology and reuse existing technology for enabling operational capabilities, value streams and business processes.

Business Architecture Strategy and Execution

• Develop and maintain comprehensive business architecture blueprints that articulate ADC’s customer experience strategy, operational vision, and multi-year transformation roadmap.
• Design and implement business architecture frameworks that support digital transformation, operational efficiency, and customer journey excellence.
• Create and apply key business architecture deliverables—including capability models, value stream maps, customer journey maps, and system interaction diagrams—to guide product teams in shaping minimum viable and marketable products.
• Provide strategic insights through business capability modeling and process mapping to inform investment decisions and drive business outcomes across the product lifecycle.

Business Process Management

• Establish scalable business process standards and governance frameworks including business process framework.
• Identify opportunities for process improvement across customer touch points, service delivery, and operational workflows.
• Model and optimize end-to-end processes with a focus on decoupled, service-oriented system landscapes.
• Act as a liaison between business units and technical teams to ensure seamless solution delivery.

Minimum Qualifications

• Bachelor’s degree in business administration, Information Systems, or related field.
• 7–10 years of experience in business architecture, process improvement, or related field.
• Proven experience in customer experience, service operations, or global business process design.
• Strong understanding of business architecture and business process management design principles.

Preferred Qualifications

• Experience working in a globally distributed organization.
• Familiarity with tools and methodologies such as customer journey mapping, value stream modeling, and capability-based planning.
• Understand conceptual systems architecture and solution architecture design.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to influence and collaborate across diverse teams and cultures.
• Executive-level presentation skills.

MISC:

• This is an onsite role located in 1420, Harbor Bay Parkway, Alameda, CA. This is not a remote role/opportunity.

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.

The base pay for this position is $128,000.00 – $256,000.00. In specific locations, the pay range may vary from the range posted.