Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
DESCRIPTION:
Join us to enable customers to make the world healthier, cleaner, and safer as a Director of Customer Experience at Thermo Fisher Scientific. In this strategic leadership role, you will enhance our customer-centric culture and guide transformational improvements across our organization. You'll lead initiatives to enhance the customer journey, analyze customer feedback, and implement data-driven solutions that deliver exceptional experiences.
Working in a collaborative matrix environment, you'll partner with cross-functional teams to optimize processes, drive operational excellence, and foster innovation. Your leadership will be vital in developing and executing strategies that strengthen customer relationships, improve satisfaction metrics, and accelerate business growth. You'll utilize advanced analytics, AI, and digital tools to gain actionable insights and create advantages in how we serve our customers.
This role offers the opportunity to create meaningful impact by shaping how we engage with customers across multiple divisions while developing high-performing teams that consistently achieve excellence.
REQUIREMENTS:
• Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 8 years of experience in customer experience management or related field
• Preferred Fields of Study: Business or science-related field
• Project management or Six Sigma certification beneficial
• Demonstrated success improving customer satisfaction and operational excellence in a complex organization
• Strong competency in analyzing customer feedback data and implementing improvement initiatives
• Experience with enterprise feedback management systems and CRM platforms
• Demonstrated ability to lead through influence in a matrix environment
• Excellence in strategic planning, process optimization, and change management
• Strong communication and presentation skills with professional presence
• Proficiency in developing and tracking key performance indicators
• Experience with continuous improvement methodologies (e.g., PPI, Six Sigma)
• Strong business acumen and financial literacy
• Ability to travel up to 25-50% as needed
• Expertise in developing effective teams
• Knowledge of life sciences industry preferred
• Ability to manage multiple stakeholders across various functions and regions
• Experience with digital transformation and automation initiatives
Compensation and Benefits
The salary range estimated for this position based in Oregon is $123,700.00–$180,000.00.This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards
Skills Required
- Advanced degree plus 6 years, or Bachelor's degree plus 8 years in customer experience management or related field
- Demonstrated success improving customer satisfaction and operational excellence in a complex organization
- Strong competency in analyzing customer feedback data and implementing improvement initiatives
- Experience with enterprise feedback management systems and CRM platforms
- Demonstrated ability to lead through influence in a matrix environment
- Excellence in strategic planning, process optimization, and change management
- Strong communication and presentation skills with professional presence
- Proficiency in developing and tracking key performance indicators
- Experience with continuous improvement methodologies (e.g., PPI, Six Sigma)
- Strong business acumen and financial literacy
- Ability to travel up to 25-50% as needed
- Expertise in developing effective teams
- Ability to manage multiple stakeholders across various functions and regions
- Experience with digital transformation and automation initiatives
- Preferred fields of study: Business or science-related field
- Project management or Six Sigma certification beneficial
- Knowledge of life sciences industry
Thermo Fisher Scientific Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thermo Fisher Scientific and has not been reviewed or approved by Thermo Fisher Scientific.
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Retirement Support — Retirement programs include a strong company 401(k) match and an employee stock purchase plan that add meaningful long‑term value. Feedback suggests these features stand out among core financial benefits even when base pay feels average.
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Healthcare Strength — Health coverage offers multiple national medical options alongside dental and vision, with company‑paid life and disability coverage. This breadth is considered a solid foundation even if some costs may not be the lowest among peers.
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Parental & Family Support — Paid parental and caregiver leave, backup care, adoption assistance, and specialized family resources are available. Feedback suggests these supports are a notable plus for colleagues managing family and caregiving needs.
Thermo Fisher Scientific Insights
What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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