Customer Experience Specialist III

Work Schedule

Standard (Mon-Fri)

Office

How Will You Make an Impact?

As a Customer Experience Specialist at Thermo Fisher Scientific, you will help shape how our customers experience every interaction with our company. You will play a critical role in strengthening our Customer Experience (CX) programs by coordinating training initiatives, administering recognition programs and tools, supporting customer feedback activities.

You will report into our Corporate Customer & Commercial Excellence organization and collaborate with our training community and Customer Experience Advocates across the company to ensure employees are equipped with the knowledge, tools, and resources needed to deliver an exceptional customer experience. With strong organizational skills, attention to detail, and a passion for customer service, you will help advance our customer-first culture and bring customer insights to life.

CST or EST is preferred for this role.

• Coordinate Training Programs:
  Administer, maintain and develop customer experience training initiatives, including instructor-led workshops, e-learning modules, blended programs, and office hours

• Manage Global Recognition Programs:
  Support and administer CX recognition programs that celebrate and promote customer-centric behaviors across our organization

• Support Feedback Programs:
  Assist with customer feedback and survey initiatives by researching account structures, ensuring accurate organizational data (governance), and contributing to reporting/insights

• Develop and maintain Job Aids:
  Create, update, and optimize training resources and job aids to support customer-facing colleagues, globally, within corporate Learning Management Systems

• Oversee Translations:
  Manage translations of CX training materials and other resources to support global adoption

• Enable colleagues:
  Provide administrative and analytic support for CX digital tools and training platform, supporting the adoption and engagement of our programs

• Collaborate across the organization:
  Develop and support network of key relationships while work alongside global colleagues in driving a customer-centric culture while championing for continuous improvement to our customer experience

• Bachelor’s degree preferred

• 2+ years in a Customer Experience or customer-facing role or learning and development role

• 2+ years in data analysis, applying both qualitative and quantitative methods

• 2+ years in delivering corporate training or instructional design

• Experience with learning management systems

• Proficiency in Excel, PowerPoint, and online training platforms

• Strong customer service orientation with a bias for action

• Demonstrated research and analytical skills, with ability to synthesize information from diverse sources

• Ability to build relationships and influence without authority at varied levels in a matrixed environment

• Excellent verbal and written communication skills

• Global mindset with ability to work across time zones and cultures

• Ability to work independently while managing multiple priorities

• Strong interpersonal skills and collaborative work style

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.