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About the Role
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. Join us to enable customers to make the world healthier, cleaner, and safer as a Director of Customer Experience at Thermo Fisher Scientific. In this strategic leadership role, you will enhance our customer-centric culture and guide transformational improvements across our organization. You'll lead initiatives to enhance the customer journey, analyze customer feedback, and implement data-driven solutions that deliver exceptional experiences. Working in a collaborative matrix environment, you'll partner with cross-functional teams to optimize processes, drive operational excellence, and foster innovation. Your leadership will be vital in developing and executing strategies that strengthen customer relationships, improve satisfaction metrics, and accelerate business growth. You'll utilize advanced analytics, AI, and digital tools to gain actionable insights and create advantages in how we serve our customers. This role offers the opportunity to create meaningful impact by shaping how we engage with customers across multiple divisions while developing high-performing teams that consistently achieve excellence.
Responsibilities
- Enhance customer-centric culture and guide transformational improvements.
- Lead initiatives to enhance the customer journey.
- Analyze customer feedback.
- Implement data-driven solutions for exceptional customer experiences.
- Partner with cross-functional teams to optimize processes, drive operational excellence, and foster innovation.
- Develop and execute strategies to strengthen customer relationships, improve satisfaction metrics, and accelerate business growth.
- Utilize advanced analytics, AI, and digital tools for actionable insights.
- Shape customer engagement across multiple divisions.
- Develop high-performing teams.
Requirements
- Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 8 years of experience in customer experience management or related field.
- Preferred Fields of Study: Business or science-related field.
- Project management or Six Sigma certification beneficial.
- Demonstrated success improving customer satisfaction and operational excellence in a complex organization.
- Strong competency in analyzing customer feedback data and implementing improvement initiatives.
- Experience with enterprise feedback management systems and CRM platforms.
- Demonstrated ability to lead through influence in a matrix environment.
- Excellence in strategic planning, process optimization, and change management.
- Strong communication and presentation skills with professional presence.
- Proficiency in developing and tracking key performance indicators.
- Experience with continuous improvement methodologies (e.g., PPI, Six Sigma).
- Strong business acumen and financial literacy.
- Ability to travel up to 25-50% as needed.
- Expertise in developing effective teams.
- Knowledge of life sciences industry preferred.
- Ability to manage multiple stakeholders across various functions and regions.
- Experience with digital transformation and automation initiatives.
Skills
- Customer experience management
- Strategic planning
- Process optimization
- Change management
- Data analysis
- Customer feedback analysis
- Enterprise feedback management systems
- CRM platforms
- Project management
- Six Sigma
- Continuous improvement methodologies (PPI, Six Sigma)
- Communication
- Presentation skills
- Team development
- Digital transformation
- Automation initiatives
Location
- Oregon
Work Type
- Office
- Standard (Mon-Fri)
Experience Level
- 6 years of experience with Advanced Degree
- 8 years of experience with Bachelor's Degree
Education Level
- Advanced Degree
- Bachelor's Degree
- Business or science-related field
Salary/Compensations
- $123,700.00–$180,000.00
- Variable annual bonus based on company, team, and/or individual performance results
Benefits
- Choice of national medical and dental plans
- National vision plan
- Health incentive programs
- Employee assistance and family support programs
- Commuter benefits
- Tuition reimbursement
- 120 hours paid time off (PTO)
- 10 paid holidays annually
- Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave)
- Accident and life insurance
- Short- and long-term disability
- Competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP)
About the Company
- Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion.
- Our Mission is to enable our customers to make the world healthier, cleaner and safer.
- We support customers in accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies.
- Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Equal Opportunity
- We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
- Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.