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Danaher Corporation Customer Experience Specialist- Strategy in Marlborough, Massachusetts

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 proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

What you’ll do!

  • Support the Cytiva Customer Experience strategy and ongoing program execution by working closely with Customer Experience leader on the development and execution of CX efforts.

  • Map & develop holistic customer journeys addressing all customer touchpoints across the customer buying process. Collaborate with Sales, Marketing, Communications and other customer-facing functions to improve the customer relationship, satisfaction and dedication through high-quality interactions at each step and drive customer conversion rates across all stages of engagement.

  • Collaborate with customer insights team to initiate and direct qualitative and quantitative studies to support the creation of customer journey maps and solution development.

  • Support the development and roll-out of a customer experience tool kit within Cytiva.

  • Develop process documentation, program metrics, and powerful visuals (flow charts, PPT visuals) for partner communication

  • Serve as a Change Agent helping to drive the overall organization towards becoming much more "Customer Centric".

  • Establish a "Culture of Excellence" and find opportunities for continuous improvement. Develop and execute ongoing culture change plan working with cross-functional team.

  • Develop listening points in the customer journey, define customer segment-specific varying strategies, and find opportunities for continuous improvement.

  • Work with CX partners in other Danaher operating companies to share standard methodologies and form relationships.

  • Define criteria and critical metrics to measure the Customer Experience. Visualize Customer Experience/Satisfaction related to these important metrics and at key areas in the customer journey.

  • Work closely with CX team to identify root causes, suggest and supervise process improvements. Establish comprehensive Customer Experience metrics to allow the organization to understand the 'Voice of the Customer'

Who you are!

  • Bachelor's degree required

  • 3 plus years in a Customer Experience and/or commercial or marketing role.

  • Specific experience in developing customer experience journey maps and leading journey map workshops is preferred.

  • Familiarity with market research and study techniques.

  • Excellent verbal and written communication skills and the ability to interact expertly with a diverse group, executives, managers, and subject matter specialists.

  • Strategic problem solver with strong analytical and critical thinking skills required, including a detailed understanding of how to interpret customer business needs and organizational gaps & opportunities and translate them into application and operational requirements.

  • Strong eye for business and knowledge of commercial environment.

  • Proven change management skills and demonstrated leadership of cross-functional initiatives.

  • Proficient in Microsoft 365.

We offer comprehensive benefits like Medical, Dental, Vision and matching 401K.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

We help you realize your life’s potential with a competitive benefits package. At

Danaher, we provide a suite of benefits to support your physical, financial, and emotional wellbeing. Speak with your recruiter or hiring manager to learn more about country-specific offerings.

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 202-419-7762 or e-mail applyassistance@danaher.com to request accommodation.

If you’ve ever wondered what’s within you, there’s no better time to find out.

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Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

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