Customer Experience Specialist II, 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 II

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

Location: Bangalore

The Customer Experience (CX) Specialist II 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 II will work with the Global Life Sciences Customer Experience organization and own LPG CAS Program operations.  This role requires excellent communication skills and a strong customer-centric mindset.  The specialist will operate with autonomy and collaborate across matrixed organizations at all organizational levels.

Roles & Responsibilities

• Acts as an expert for Customer Allegiance Score (CAS), fully understanding the measures, purpose, and intent.
• Brings independent thinking to the role by speaking up, sharing insights, and constructively engaging in decision-making discussions.
• Owns LPG CAS Program governance by being accountable for program health indicators, conducting quality audits, and driving adherence to program KPIs.
• Establishes and maintains LPG CAS data governance and CAS Program standards.
• Owns LPG CAS alert management process oversight, driving accountability, aligning with corporate programs, and directly responding to customers when needed.
• Accountable for CAS trend analysis, insight generation, and root cause countermeasure tracking to support LPG CAS reporting and QBRs.
• Partners with Corporate CX team to support LPG CAS program and its evolution.
• Supports or leads projects, work streams, or PPI activities to optimize LPG’s customer experience or CAS Program (e.g. survey launches, health checks).
• 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
• Excellent verbal and written communication and interpersonal skills
• Strong analytical and critical-thinking skills and proven ability to work independently
• Proven ability to build partnerships, collaborate cross-functionally and take initiative in identifying and executing improvement opportunities.
• Experienced with Microsoft applications (Outlook, Excel, Powerpoint, PowerBI)
• Attention to detail and follow-through with closed loop communications

• Able to 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 7+ year experience in customer service or customer experience
• Project management experience is a plus
• Strong business acumen with passion for learning, enthusiasm and curiosity around innovation and business processes