Customer Experience Specialist

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, enabling our customers to make the world healthier, cleaner and safer. With annual revenues of $10 billion, we have more than 30,000 employees and serve over 350,000 customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as environmental and industrial process control settings. Serving customers through two premier brands, Thermo Scientific and Fisher Scientific, we help solve analytical challenges from routine testing to complex research and discovery. Thermo Scientific offers customers a complete range of high-end analytical instruments as well as laboratory equipment, software, services, consumables and reagents to enable integrated laboratory workflow solutions. Fisher Scientific provides a complete portfolio of laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety and education. Together, we offer the most convenient purchasing options to customers and continuously advance our technologies to accelerate the pace of scientific discovery, enhance value for customers and fuel growth for shareholders and employees alike. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer. If you share in our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific. Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action employer. Job Description Customer Experience Specialist Company InformationThermo Fisher Scientific (NYSE: TMO) is headquartered in Waltham, MA, and is the world leader in serving science, enabling our customers to make the world healthier, cleaner and safer. With annual sales of more than $9 billion, we employ 30,000 people and serve over 350,000 customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as environmental and industrial process control settings. Serving customers through two premier brands, Thermo Scientific and Fisher Scientific, we help solve analytical challenges from routine testing to complex research and discovery. Thermo Scientific offers customers a complete range of high-end analytical instruments as well as laboratory equipment, software, services, consumables and reagents to enable integrated laboratory workflow solutions. Fisher Scientific provides a complete portfolio of laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety and education. Together, we offer the most convenient purchasing options to customers and continuously advance our technologies to accelerate the pace of scientific discovery, enhance value for customers and fuel growth for shareholders and employees alike. Visit http://www.thermofisher.com Job Description Job Title:  Customer Experience Specialist Reports To:   Divisional Customer Advocate - PID    Location: Flexible  Band: III Position Summary:Primary responsibility is to assist in developing and ensure execution of business unit/division specific strategies to drive improvement in customer experience for the Process Instruments Division (PID). Coordinate monthly deployment of the Customer Allegiance (CAS) program for the division and assist in driving improvements.  Key Duties and Responsibilities: Participate in cross-divisional customer experience teams to scope and design standardized business processes. Assist in implementing Customer Experience initiatives into and across operating division to ensure consistent, quality output. Incorporate divisional training and certification processes for customer-facing personnel. Assist in execution and continuous improvement activity of the CAS survey program for the PID division. Coordinate regular internal communications on Customer Experience initiatives, status and calls to action. Assist Division Advocate and liaise with sales, product line and/or operations management and representatives to review quality data related to functional areas of responsibility and facilitate required changes to drive improvement through divisional PPI leaders. Assist in implementing cross divisional marketing programs to drive awareness of customer experience related activity Coordinate tactical and administrative tasks as needed. Qualifications: Bachelor’s degree preferred. Minimum of 3 years experience in project management. Experience with quality and process improvement systems; preferably PPI. Background and experience in commercial operations (sales or service) preferred Skill Requirements: Excellent verbal and written communication skills. Strong interpersonal skills with ability to work across all levels and functions. Process-oriented and self-motivated with a passion for continuous improvement and customer service. Strong computer skills with experience in all Microsoft office programs; Proven organizational skills and multi-tasking abilities.Education: BachelorsJob Level: Experienced