Director, Semiconductor Customer Experience Vertical

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