Head of Learning & Customer Excellence

ThermoFisher Scientific; Wilmington (NC); On-site; USD 200,000 - 270,000; Full time

Benefits offered by this job

National medical and dental plans

Vision plan

Employee assistance and family support

Tuition reimbursement

At least 120 hours PTO and holidays

401(k) plan

Employee Stock Purchase Plan (ESPP)

Job summary

Thermo Fisher Scientific is seeking a Director, Learning & Customer Excellence to define and execute learning, capability development, and customer experience strategies across Global Central Laboratories. This role partners with senior leaders to improve organizational effectiveness through scalable programs.

The position leads onboarding, training excellence, and governance for learning content, leveraging AI-enabled solutions to drive impact and scalability.

Qualifications

• Bachelor’s degree or equivalent and relevant formal academic / vocational qualification.
• Experience comparable to 12 years in related field.
• 5 years of management responsibility.
• Strong leadership skills.

Responsibilities

• Define and execute the Client Delivery learning strategy aligned with business priorities.
• Establish competency frameworks and role-based learning pathways across PM, PDM, and related functions.
• Lead onboarding and customer experience training programs across Global Central Laboratories.
• Oversee governance for learning content and platform effectiveness.
• Lead VOC and continuous improvement programs across the laboratories.
• Partner with senior leaders to reinforce culture, accountability, and customer-centric behaviors.

Skills

Leadership

Strategy

Change management

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

12 years experience

Job description

Thermo Fisher Scientific is seeking a Director, Learning & Customer Excellence to define and execute learning, capability development, and customer experience strategies across Global Central Laboratories. This role partners with senior leaders to improve organizational effectiveness through scalable programs.

The position leads onboarding, training excellence, and governance for learning content, leveraging AI-enabled solutions to drive impact and scalability.