Customer Experience Specialist

Customer Experience Specialist I, CAS

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job 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:

Job Title: Customer Experience Specialist I

Reports To: Director, Customer Service and Sr Manager, Customer Experience

Location: Bangalore

The Customer Experience (CX) Specialist I is an experienced, customer-focused professional with a strong understanding of the processes, systems, and data that impact customer experience across the global LPG footprint.  The CX Specialist I will work with the Global Life Sciences Customer Experience organization to support and improve LPG CAS Program operations.  This role requires strong problem-solving and analytical skills, cross-functional collaboration, and a customer-centric mindset. 

Roles & Responsibilities

• Acts as an expert for Customer Allegiance Score (CAS), fully understanding the measures, purpose, and intent.
• Supports CAS Program by monitoring program health indicators, conducting quality audits for data governance, and driving adherence to program KPIs.
• Creates or updates process documentation as needed to uphold CAS Program governance and standards.
• Supports LPG CAS alert management process, driving accountability to ensure timely and high-quality alert responses for all touchpoints, and directly responding to customers when needed.
• Assists with CAS trend analysis and insight generation to support LPG CAS reporting. 
• Supports projects, work streams, or PPI activities to optimize LPG’s customer experience or CAS Program (e.g. survey launches, health checks).
• Manages incoming correspondence and requests to a shared inbox.
• Role models a customer-first approach in daily work and via colleague interactions.
• Champions AI, automation, and PPI to bring the best solutions to bear by identifying recurring issues and gaps in processes and recommending improvements

Key Competencies

• Solid understanding of customer experience
• Strong analytical and critical-thinking skills and proven ability to work independently
• Excellent verbal and written communication and interpersonal skills
• Effective cross-functional collaboration
• Experienced with Microsoft applications (Outlook, Excel, Powerpoint, PowerBI)

• Attention to detail and follow-through with closed loop communications
• Able prioritize and manage time effectively
• Strong understanding of PPI and proficiency in ChatGPT enterprise
• Flexibility to work within global time zone requirements

Other Requirements

• Bachelor’s degree in business or 5+ years experience in customer service or customer experience
• Strong business acumen with passion for learning, enthusiasm and curiosity around innovation and business processes

Experience Level

Mid Level