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Thermo Fisher Scientific Director, Customer Experience in Boston, Massachusetts

About Us:

When you're part of the team at Thermo Fisher Scientific, you'll do important work, and you'll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, you'll find the resources and opportunities to make significant contributions to the world.

Location/Division Specific Information

You will be joining the Specialty Diagnostics Group (SDG), where we help Thermo Fisher achieve its mission by enabling human healthcare. Our work has a direct impact on people's lives, and we take that responsibility seriously. What we do matters. Across our divisions, we offer a range of diagnostic test kits, reagents, culture media, instruments and associated products to serve customers in healthcare, clinical, pharmaceutical, industrial and food safety laboratories.

How will you make an impact?

As Director, Customer Experience, Commercial Operations & Processes , you'll play a substantial role driving engagement and raising the bar on our impact measured through our Customer Allegiance Score (CAS).

Your passion for delivering meaningful insights, continuous improvement and driving accountability will help make us even more reliable to our customers.

What will you do.

Own program strategy and collaborate with group and divisional colleagues to lead customer experience projects that:

  • Develop the customer experience vision, standards, and roadmap, ensuring customer needs are at the forefront.

  • Facilitate cross-functional work required to deliver an improved customer experience, by identifying, prioritizing, and leading initiatives that deliver on our customer experience roadmap.

  • Build a direct and meaningful Voice of Customer (VOC) program that listens across multiple channels and allows us to create outstanding customer experiences.

  • Inspire loyalty by becoming a trusted advisor to customers and partners including physicians, hospitals, labs, retail and medical professionals by becoming keenly aware of their focus areas, priorities and challenges.

  • Collaborate with Customer Experience leaders across the company to share resources drive standard methodologies and tools.

  • Deliver monthly reporting on current performance and insights, including industry trends and risks.


  • Bachelor's Degree in Business or related subject area required.


  • 10+ years of experience in Customer Success Management, Strategic Consulting or Sales. A plus if in healthcare diagnostics industry.

  • Extensive project management experience and a record of success leading cross-functional teams focused on customer results.

Knowledge, Skills, Abilities

  • Self-starter who thrives under ambiguity in a fast-paced environment.

  • Strong technical skills and has comprehensive understanding of how technology drives business value and educate and enlighten others.

  • Excellent portfolio management skills and the ability to lead multiple complex projects, including intricate contracting initiatives and process optimization.

  • Outstanding communication, presentation and interpersonal skills.

  • Quality and compliance are non-negotiable!

At Thermo Fisher Scientific, each one of our 80,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

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.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.