Customer Experience Senior Data Analyst Location: UK-remote; or Spain, France, Nordics or Netherlands close to an Airport
What will you do? You will be joining the Corporate Customer Experience team who passionately believes in the value of improving our customers' experience.
You will play an important role within the team of crafting and building reporting and analytics capabilities for the company-wide Customer Allegiance Score (CAS) Program, delivering customer insights reports to Leadership, and amplifying the voice of our customers.
You will partner with Customer Experience colleagues across our organisation, sharing standard methodologies and finding opportunities for continuous improvement.
You will possess interpersonal effectiveness, the ability to influence without authority, and attention to details.
Key Responsibilities Deliver the monthly and quarterly reporting cycles on current CAS performance, including customer experience trends and root cause countermeasures.Champion the corporate CAS Power BI dashboard, leading training and driving adoption across Thermo Fisher Divisions, and transform CAS reporting through data visualisation and segmentation to meet the needs of the business.Collaborate with the customer experience community to ensure consistency with CAS reporting and drive accountability.Lead the automation of standard reporting to increase the frequency of CAS analysis through self-service tools and push reports.Advance insights reporting, focusing on identifying key themes and the proactive resolution of customer struggles.Lead projects and continuous improvement activities to optimize reporting from customer feedback channels and listening posts.Establish training and process flows to build text analytics capabilities across the organisation.Serve as a trusted advisor for Customer Experience Advocates and key collaborators across the company.Drive the annual CAS goal setting process, setting expectations and timelines, and ensuring the timely completion of inputs to enable the calculation of the overall company CAS goal.Education Bachelor's degree (computer science, business or science preferred).
Experience 5 years business analyst or financial analyst role or similar.
Advanced Excel and Power BI skills.
Health sciences, customer facing background preferred.
Knowledge, Skills, Abilities Customer-centric and passionate about improving the experience of both our internal and external customers.Ability to distil diverse data sets, including structured and unstructured customer feedback, into practical insights.Confirmed project management skills, prioritising multiple projects to deliver key results as per the overarching strategy.Curious, inquisitive, innovative and seeks opportunities to continuously improve processes, templates and tools.Proficiency in Microsoft Packages especially PowerPoint and Word.Excellent presentation, verbal and written communication skills.Ability to travel up to 15% and work across global time zones as needed.CVs in English please.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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