Thermo Fisher Scientific Senior Director, Customer Experience Strategy in Carlsbad, California

Job Description

The Senior Director, Customer Experience Strategy, has the responsibility for leading, building and driving the Customer Experience globally at Thermo Fisher Scientific. Collaborating with business leaders and customer experience advocates, the leader will set the strategic framework, roadmap, priorities and recommended investments which results in improved customer experience, engagement and sentiment. The Senior Director will also oversee all enterprise-level Customer Experience initiatives including customer feedback management, business process improvement, CAS metrics, training and communications programs. The leader will have significant experience working in a matrix environment and driving alignment across executive and divisional leadership. He/she must be a strong advocate for the customer and help strengthen our customer-centric culture that delivers a consistent experience and improves customer growth, especially in our strategic accounts.


  • Formulate a Customer Experience vision, strategy and roadmap to deliver an experience that delights customers, fosters strong loyalty and contributes to revenue growth globally

  • Collaborate with divisional and functional leadership teams across the company to determine priorities, develop CAS improvement initiatives and drive PPI-driven process changes

  • Lead the Customer Experience Steering Committee (CESC) to design, communicate and optimize policies and processes that address business needs and deliver a differentiated customer experience

  • Identify and assess new, more effective ways to gather and analyze customer sentiment using advanced listening technologies and the Thermo Fisher Data Science Platform

  • Manage and/or perform market analysis to assess company performance on key customer metrics versus industry benchmarks and top competitors

  • Assess and evolve Key Performance Indicators (KPI) to measure both leading and lagging customer experience satisfaction and which triggers more proactive vs. reactive responses

  • Report out monthly and quarterly Customer Experience and CAS metrics to company leadership and incorporate recommendations for actions by business, region and function

  • Manage the budget and Customer Experience team responsible for internal communications, recognition, supplier relations and training

Minimum Requirements/Qualifications:

  • Bachelor’s Degree in Marketing, Life Sciences or Liberal Arts required; MBA preferred

  • Life Science or clinical diagnostic experience in Fortune 500 company highly desirable

  • 7-10+ in a commercial, customer service or manufacturing operations organization

  • Extensive knowledge of contemporary Customer Experience platforms, processes and tools

  • Proven capabilities in developing strategies to deliver a phenomenal customer experience, drive customer engagement and grow customer loyalty

  • Right blend of customer empathy & advocacy balanced with business needs

  • In-depth knowledge of Customer Experience measurement techniques, KPIs and benchmarks

  • Strong collaborative and influencing skills to navigate through matrixed organization

  • Track record leading and driving change with executives and key stakeholders

  • Significant experience in building and leading high-performing direct and matrixed teams

  • Formal training in PPI, six-sigma or equivalent business improvement / quality programs

  • Strong written and oral presentation and analytics skills; effective problem-solver

  • 10 – 20% travel required

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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.