Customer Experience Specialist

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific is committed to delivering seamless, customer-centric digital experiences across our global commercial platforms to enable our customers to make the world healthier, cleaner, and safer. As part of the Customer Insights team within Digital Customer Experience and Digital Commerce, the Customer Experience Analyst II supports the ongoing management and optimization of our digital Voice of the Customer (VoC) program.

This role combines operational oversight of digital customer feedback with analytical reporting and insight generation. You will be responsible for identifying opportunities to enhance the digital customer experience through daily monitoring and triaging of customer feedback, coordinating with internal teams to support issue resolution, and analyzing trends to ensure visibility of customer sentiment, experience drivers, and pain points. Serving as a customer advocate within internal processes, you will help ensure feedback is addressed appropriately and represented in cross-functional discussions.

Success in this role requires a strong customer-focused mindset, strong analytical skills, close attention to detail, effective written and verbal communication, and the ability to build clear reports and productive relationships across departments.

Key Responsibilities:

• Support the ongoing management and optimization of the digital customer feedback program across company websites and digital platforms.
• Conduct daily monitoring and triage of customer feedback submissions; identify urgent issues, recurring themes, and emerging trends.
• Coordinate with digital product, commercial, customer service, technical operations, and other internal teams to route, track, and support timely resolution of customer-reported issues.
• Troubleshoot digital experience issues by reviewing feedback, behavioral analytics, and related data sources to help identify root causes.
• Assist in managing and implementing customer surveys within Medallia (or similar customer experience platforms).
• Monitor and analyze Power BI dashboards and other reporting tools to track customer sentiment, experience drivers, and pain points.
• Develop recurring and ad hoc reports for stakeholder groups and leadership forums to ensure visibility of customer feedback trends and key insights.
• Synthesize qualitative and quantitative data into clear summaries tailored to different audiences.
• Support analysis of digital behavioral data using analytics tools (e.g., Adobe Analytics, Quantum Metric) to complement survey and feedback insights.
• Utilize AI-enabled tools, where appropriate, to enhance analysis efficiency and reporting capabilities.
• Build and maintain effective working relationships with cross-functional stakeholders to ensure alignment and responsiveness to customer concerns.
• Serve as a customer advocate by ensuring feedback and customer perspectives are incorporated into internal processes and improvement discussions.
• Maintain documentation, tracking mechanisms, and governance processes supporting the digital feedback program.
• Proactively identify opportunities to optimize internal processes and enhance the overall customer experience.

Qualifications:

• Bachelor’s Degree plus 2+ years of experience in customer experience, business operations, analytics, or related field; or equivalent combination of education and experience.
• Demonstrated experience analyzing data and preparing reports or presentations for stakeholders.
• Experience coordinating cross-functionally to resolve issues or improve processes.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Excel and PowerPoint.
• Demonstrated ability to manage multiple priorities and meet deadlines.
• Strong analytical and problem-solving capabilities.
• Detail-oriented with strong organizational skills and a continuous improvement mindset.
• Experience with customer experience or survey platforms (e.g., Medallia) preferred.
• Experience with data visualization or analytics tools (e.g., Power BI) preferred.
• Familiarity with digital analytics platforms (e.g., Adobe Analytics, Quantum Metric) a plus.
• Exposure to AI-enabled tools for analysis or reporting a plus.
• Experience in life sciences, biotechnology, or a related industry a plus.
• Professional working proficiency in English (written and verbal) required.