Customer Experience Manager - Strategy, Governance, and Analysis

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.

Forming part of the Biotechnology segment at Danaher, we bring together dedicated technical expertise and talent to develop the next generation of life-changing therapeutics.

The Customer Experience Manager – Strategy, Governance, and Analysis is responsible for developing and driving strategies and on-going program execution to establish a “Culture of Experience Excellence” within Cytiva. You will identify and act on opportunities to drive overall organization customer-centricity efforts both globally and cross-functionally.

This position is part of the Global Customer Experience Team. This position can be hybrid working out of our Marlborough, MA or Amersham, England offices or working fully remote. At Cytiva our vision is to advance future therapeutics from discovery to delivery.

What you’ll do

• Serve as a Change Agent helping to drive the overall organization towards becoming much more "Customer Centric". Develop and execute on-going culture-change plan working with cross-functional team. This includes, but is not limited to a quarterly newsletter, working with communications team on customer experience efforts, driving ongoing Customer Experience Governance efforts/steering committee, Global CX Day, and managing our CX intranet pages.

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

• Analyze ongoing survey data related to key points in the customer journey, define customer segment-specific strategies, and identify opportunities for continuous improvement and opportunities to increase revenue and loyalty based on analysis.

• Support experience journey mapping efforts to develop holistic customer journeys addressing all customer touchpoints. Collaborate with cross-functional partners to improve the customer relationship, satisfaction and loyalty through high-quality interactions. Identify root causes for issues, suggest and monitor process improvements. Utilize journey mapping to understand internal teams and employee experience.
• Work with CX partners in other Danaher operating companies to share best practices and build relationships.

Who …