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Danaher Corporation Director, Customer Experience in Sunnyvale, California

POSITION SUMMARY:

Over a decade ago, Cepheid set the standard for innovation in automated molecular diagnostics — and we’ve never looked back. Today, even with the largest installed base of any molecular platform, Cepheid is constantly innovating and evolving its capabilities. To accelerate this customer centric innovation trajectory, we’re searching for a proven Customer Experience (CX) Leader who can champion a customer-centric culture and continue our drive for a world class customer experience globally.

This newly created role will lead the company to create a delightful, consistent and unified experience for our team members, partners and customer globally. The Director will have a successful track record as a recognized customer experience leader and will drive thought leadership throughout the organization to achieve best in class experiences throughout Cepheid’s global customer footprint. As one of the foundational CX discipline members here, you will need to be able to establish immediate credibility and leverage hands-on experience when it comes to designing and implementing highly effective CX strategies and interfacing closely with marketing, delivery teams and client stakeholders globally.

ESSENTIAL JOB RESPONSIBILITIES:

  • Create vision, drive strategy, outline the roadmap and execute approach that the ensure sustainment of Cepheid’s position as recognized diagnostics leader in customer experience

  • Drive innovative strategies that deepen our customer understanding, respond to changing customer expectations, capitalize on new opportunities, and deliver world class customer experiences

  • Be accountable for driving change across the organization globally to continually improve customer experience

  • Lead customer experience discipline across the commercial organization, working with key partners in marketing, sales and customer care

  • Build global team of CX professionals with variety of domain expertise to deploy solutions that show applicability across Cepheid global customer markets and segments

  • Identify opportunities for growth/maturation of Cepheid offerings, and guide the direction for that growth

  • Provide oversight and governance of the customer experience, including the eBusiness strategy, ensuring VOC is factored into requirements development and in continuous alignment with customer expectations

  • Set the bar for design and innovation both within Cepheid and for our customers

  • Manage the end-to-end process of guiding business stakeholders through workshops & ideation sessions to solve complex customer problems

  • Ensure customer experience team collaborates across business functions, consistently driving for process improvement to enable delivering great end-to-end customer experience across stages, channels & touchpoints in the customer journey globally

  • Encourage problem-solving, strategic thinking and customer-orientation amongst the team

  • Evangelize and educate the broader organization about Customer Experience ethos, its impact on our customers and enables companies to gain a significant competitive advantage

  • Devise key performance indicators that measure and track program performance. delivery ROI on identified transformation opportunities for customer experience

  • Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process

  • Most of all you’ll be challenged by a wide variety of projects leveraging an array of innovative technologies while delivering for internal and external customers.

TRAINING RESPONSIBILITIES:

  • Complete all assigned and required training satisfactorily and on time

  • For people managers, ensure your associates attend and complete all required trainings satisfactorily and on time.

Qualifications

  • Prior experience scaling an in-house CX team; experience leading workshops, Kaizens, programs to drive CX initiatives

  • The ability to execute and influence across the organization

  • Passion for the Cepheid story, product, and customer, and a vision for how we can continue to create an above and beyond customer experience

  • Experience in Customer Experience Strategy focused covering; research, analysis, and customer-focused strategy, solution design and delivery, for diverse customer segments and regions.

  • Strong track-record in planning and delivering strategic projects using customer/user centred strategy and design approach (i.e. VOC, human centered design)

  • Broad knowledge of changes in the contemporary customer experience landscape with expertise in eBusiness, eCommerce, marketing operations, and marketing/digital technology.

  • Experience leading projects (small to medium sized teams) ideally utilizing Agile product management

  • Experience defining strategies, service blueprints, designing customer journey’s and transformational roadmaps and presentations

  • Ability to foster client and stakeholder relationships, successfully deliver project outcomes, and manage the demands of internal and external customer expectations and project team needs

  • Experience and comfort working with a team on partially defined problems, and helping stakeholders and team members determine the direction and approach a project will take

MINIMUM REQUIREMENTS:

  • Bachelor’s degree with 14+ years of experience OR Master’s/Doctoral degree with 12+ years of experience AND 4+ years managing people

  • Exceptional analytical skills; track record of improving customer experience KPIs in previous roles

  • Proven experience of operational success in global context

  • Expertise using data and analytics – from customer satisfaction scores, web/mobile analytics, NPS/NES to ROI models – to support recommendations and strategies

HIGHLY PREFERRED

  • Understands how to translate strategy into action

  • Experience working across the commercial organization from marketing, sales (field/inside sales), field engineering, customer care, global service and support operations, field service

  • Experience in medical device or diagnostic industry

TRAVEL

  • 20-30%

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.

Operating Company: Cepheid

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