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Customer Experience Manager

Company: Thermo Fisher Scientific
Location: Concord
Posted on: May 3, 2021

Job Description:

When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.How will you make an impact?You will be joining the Corporate Customer Experience team who passionately believe in the value of improving our customers' experience. The team is responsible for Customer Allegiance including the Enterprise Feedback Management Program, used by our customers, employees and Executive Leadership, to amplify our customers' voices and identify opportunities to make it easier for our customers to do business with us. You will play a critical role within the team of driving accountability, communicating best practices and identifying continuous improvement opportunities. You will partner with the Customer Allegiance Advocates Council (CEAC), who collectively represent all businesses across the company, to improve customer engagement and deliver actionable insights to the organization. You will possess a strong business acumen with a passion for learning, together with the ability to influence matrixed stakeholders and will inspire colleagues through data and insights.What will you do?+ Support the Program strategy by managing projects and continuous improvement activities to optimize customer feedback channels and listening posts. + Deliver monthly reporting on current performance and insights, including customer experience trends, risks and opportunities to improve the experience of our customer's. + Develop and maintain internal Program collateral including the Customer Allegiance SharePoint site, Work Instructions and system files. + Serve as a Trusted Advisor and Subject Matter Expert for Customer Experience Advocates and key stakeholders across the company. + Develop and maintain an onboarding Program for new Customer Experience colleagues and business leaders, facilitating training as needed. + Support onboarding of new acquisitions into the Enterprise Feedback Management Program.How will you get here?+ BS - Computer Science, Business or a business-related discipline - required. + 5+ years relevant experience in a business analyst or financial analyst role - required. + 2+ years Project Management experience - required. + Advanced Excel and Power BI - required. PowerPoint - preferred. + Health sciences experience, customer facing experience - preferred.Knowledge, Skills, Abilities+ Strong orientation towards service. + Demonstrated problem solving skills. + Ability to distil complex information into actionable insights. + Ability to influence without authority. + Excellent verbal and written communication skills. + Metrics driven and results orientated. + Ability to travel up to 15% and work across global time zones as needed. At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer. Apply today! _Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status._ 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.

Keywords: Thermo Fisher Scientific, Concord , Customer Experience Manager, Other , Concord, New Hampshire

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