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Thermo Fisher Scientific Customer Experience Program Manager in Franklin, Massachusetts

When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create meaningful contributions to the world.

We offer:

  • Annual Bonus Incentive

  • Annual Performance Base Merit Increase

  • Review our company’s Total Rewards (http://https/

  • Medical, Dental, & Vision benefits - effective Day 1

  • 401K Company Match up to 6%

  • Employee Stock Purchase Program

Location/Division Specific Information

The Chemical Analysis Division (CAD) provides a diverse mix of analytical instruments and associated services to a broad range of end user markets including Safety & Security, Environmental, Food Safety, Energy, Mining, Life Science Manufacturing and Recycling, to name a few. Its instruments are deployed in the field and on the line, in meaningful environments where customers put a premium on robustness, reliability and ease of use. They allow them to make decisions where they operate and streamline their businesses. CAD is a complex division with a global footprint, broad product portfolio and diverse customer base.

The CAS Program Manager will work closely with, and report to, the Global Services leader for CAD. The Program Manager is an experienced, analytical, customer-focused professional with project management expertise, as well as a strong understanding of the processes, systems and data that impact the customer experience across regions/globally/within the global CAD footprint.

This position requires attendance in-office in Waltham, Franklin, or Tewksbury MA and has not been approved for relocations assistance.

What You Will Do

  • Understands the current, end to end, global CAD customer experience, business plans and future expectations.

  • Acts as the lead for the Customer Allegiance Score (CAS) feedback program.

  • Establishes relationships, forms team of Champions across CAD, and works cross-divisionally, cross-functionally to achieve goals.

  • Leads day to day operations of the program including operating mechanics, custom filters, reporting, access and training.

  • Develops audience appropriate CAS reporting and analysis to ensure alignment and action.

  • Supports the program strategy by leading projects and continuous improvement activities to optimize the organization’s customer experience.

  • Participates on key projects, mitigates impact of business change and aligns efforts across the division and functions.

  • Liaises with all regions and key functions such as Operations, Services, Commercial, Quality, Marketing, and IT to align with functional goals, projects and roadmap.

  • Translates Corporate Customer Experience initiatives into CAD strategies; active member of the team

  • Builds a culture of customer centricity and accountability encouraging use of Practical Process Improvement (PPI) and experience sharing.

  • Presents/communicates findings, results and other details to various levels of the organization.

  • Highly motivated and self-directed with good project management skills and ability to multi-task.

  • Other duties as assigned.

Keys to Success


  • A Bachelor’s degree in Business or related field is required.


  • 5+ years of project management experience is required.

  • Customer focused & passionate about improving customer experience

  • Strong relationship building & maintaining skills across all levels

  • Excellent problem solving skills

  • Ability to prioritize and manage projects to meet planned objectives, timescales, etc

  • Is curious, inquisitive, innovative, never satisfied with the status quo

  • Validated ability to work independently and in a team

  • Critical thinker with strong analytical skills

  • Consistent record in driving operational improvements throughout a matrixed organization

  • Large scale, global experience

  • Ability to travel up to 25% and work within global time zone requirements

Preferred Qualifications

  • Previous experience in similar role

  • Enterprise Feedback Management system and process experience

  • Commercial experience

  • Continuous improvement and/or Practical Process Improvement experience

Watch as our colleagues explain 5 reasons to work with us (http://https/ . As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

If you require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255. Please include your contact information and specifics about your required accommodation to support you during this process.

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.