Customer Experience Specialist III - Customer Command Center

Thermo Fisher Scientific • Grand Island, NY

4d • Onsite

About The Position

The Customer Experience Specialist (Band 6) is a highly skilled, customer-focused professional who leads the structured resolution of complex escalations within the US & Canada Customer Command Center (CCC), with a primary focus on supporting the Life Sciences Group (LSG). This role collaborates closely across LSG, LPG, and BCD to address systemic issues, improve processes, and elevate the end-to-end customer experience. The ideal candidate is customer-centric, excels under pressure, and makes sound, timely decisions in complex situations while applying PPI methods to support continuous improvement. As a core member of a globally connected CCC organization, the Specialist collaborates regularly with international CCC leads and partners to share insights, align on best practices, and drive consistent customer experience excellence across regions. The Specialist leverages data, AI-enabled tools, and cross-functional expertise to deliver innovative, customer-focused solutions. This position also plays a critical role in proactively identifying internal improvement opportunities that enhance operational performance and reduce recurrence of issues.

Requirements

• Bachelor’s degree preferred; equivalent experience considered.
• 2+ years of experience in customer experience, process improvement, or project management within a matrixed organization.
• Demonstrated experience resolving complex issues and facilitating cross-functional collaboration.
• Strong understanding of customer experience processes and systems.
• Proven ability to influence cross-functional partners, drive operational improvements, and reinforce accountability to move actions forward.
• Exceptional analytical, critical-thinking, and problem-solving skills; comfortable interpreting data to generate insights.
• Excellent verbal and written communication skills, including ability to present to stakeholders and advocate for customer needs.
• Highly motivated, self-directed, and able to prioritize effectively in a dynamic environment.

Nice To Haves

• PPI Process Manager or Project management skills.
• Proficiency in data analysis.

Responsibilities

• Escalation Management Lead complex customer escalations, ensuring proper scoping, documentation, prioritization, and alignment of required resources.
• Coordinate regional, cross-functional CCC champions (SMEs) to drive timely and comprehensive case resolutions.
• Apply structured problem-solving and root-cause analysis to resolve escalations and prevent recurrence.
• Leverage data and insights to guide decision-making.
• Cross-Functional Collaboration Build strong, strategic partnerships across divisions (LSG, LPG, BCD) to facilitate effective case management and influence customer-centric decisions.
• Advocate for customers and present insights, trends, and recommendations to leadership.
• Participate in internal projects to ensure customer experience considerations are included throughout initiative lifecycles.
• Drive Measurable Impact Evaluate and articulate the organizational impact of implemented solutions.
• Identify internal improvement opportunities and deliver measurable productivity savings.
• Operational Excellence Ensure detailed documentation within the CCC Escalation Management Tool, maintaining visibility and accountability for each case.
• Leverage AI to evolve CCC processes and strengthen the customer experience framework.
• Stay current on customer experience guidelines and industry trends.

Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees