Customer Experience Manager

Danaher; Little Chalfont; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading global science and technology company in Little Chalfont seeks a Customer Experience Specialist to support the CX strategy and analyze market research data. You will collaborate with cross-functional teams and share best practices across the organization. Ideal candidates should have 3+ years of experience in customer experience, excellent communication skills, and proficiency in Microsoft 365. The company offers opportunities for professional growth and development.

Qualifications

• 3+ years’ experience in customer experience field.
• Proficiency in Microsoft 365 and experience with Customer Experience Management Platforms preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Support CX strategy and program execution.
• Analyze survey and market research data.
• Work with CX partners to share best practices.

Skills

Customer Experience Management

Data Analysis

Communication Skills

Strategic Thinking

Tools

Microsoft 365

Medallia

Job description

Be part of something altogether life-changing!

Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.

Cytiva is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

What you’ll do:

• Support the Cytiva Customer Experience strategy and on-going program execution by working closely with Customer Experience leader, Customer Experience team, and cross-functional teams on the development and execution of CX efforts.
• Responsible for supporting the Customer Experience Management platform (Medallia) across the Cytiva global organization. Work closely with platform vendor and team Medallia leader to help manage day-to-day metrics measurement efforts including the development of surveys, survey delivery, and on-going dashboard improvement.

• Anaylze on-going survey and market research data related to key points in the customer journey, define customer segment-specific strategies, and identify opportunities for continuous improvement and increased revenue and loyalty based on analysis. Aid in the development of customer journeys and conduct on-going report-outs for key commercial business reviews and for tracking customer experience performance.

• Work with CX partners in other Danaher operating companies to share best practices and build relationships.

You should have:

• Experience working with a Customer Experience Management Platform preferred, but not required, preferably Medallia. Proficiency in Microsoft 365.
• 3+ years’ experience in customer experience field as well a strong ability to analyze survey data, financial attribution and market research to determine current customer satisfaction and the effect on company goals.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Strategic thinker with strong analytical and critical thinking skills required, including a thorough understanding of how to interpret customer business needs and organizational gaps & opportunities and translate them into application and operational requirements.
• Ability to travel up to 10%, both domestic and international

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.