Customer Experience Transformation Specialist

hace 1 mes


Tijuana, Baja California, México Thermo Fisher Scientific A tiempo completo

The Customer Experience Transformation Specialist is a critical role within Thermo Fisher Scientific, responsible for driving customer-centric initiatives across digital platforms. Success in this position requires the ability to communicate effectively across a broad organization and think critically to identify and implement process improvements.

Key Responsibilities Include:

Support web feedback by monitoring and responding to customer comments, analyzing trends, and communicating actionable insights to the broader organization
- Operationalize the process for triaging feedback from customers to the proper team and ensure timely resolution
- Support UX Research through incentive management and scheduling moderated sessions
- Expand the Customer Feedback Panel program and create quarterly newsletters to share Voice of Customer feedback
- Collaborate with UX Design and AB testing teams to identify and implement process improvements

Required Skills and Qualifications:

Proven track record of achieving results through collaboration with others
- Strong organizational skills and ability to meet project deadlines
- Excellent communication and influencing skills
- Experience working in agile development frameworks
- Demonstrated project planning skills
- Ability to adapt to high-intensity environments and continuously improve processes
- Remote work capabilities required; occasional visits to Tijuana office may be necessary
- Bachelor's degree in Business or related field required
- Fluency in English required

PREFERRED TOOLS AND SKILLS:

Medallia or similar CX measurement tools
- PowerBI
- HotJar
- Microsoft Bookings
- Eloqua
- Jira



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