Thermo Fisher Scientific is committed to delivering seamless, customer-centric digital experiences across our general commercial platforms to enable our customers to make the world healthier, cleaner, and safer. As part of the Customer Insights team within Digital Customer Experience and Digital Commerce, the Customer Experience Analyst II supports the ongoing management and optimization of our digital Voice of the Customer (VoC) program.
This role combines operational oversight of digital customer feedback with analytical reporting and insight generation. You will be responsible for identifying opportunities to enhance the digital customer experience through daily monitoring and triaging of customer feedback, coordinating with internal teams to support issue resolution, and analyzing trends to ensure visibility of customer sentiment, experience drivers, and pain points. Serving as a customer advocate within internal processes,
you will help ensure feedback is addressed appropriately and represented in cross-functional discussions.
Success in this role requires a strong customer-focused mindset, strong analytical skills, close attention to detail, effective written and verbal communication, and the ability to build clear reports and productive relationships across departments.
Key Responsibilities:
- Support the ongoing management and optimization of the digital customer feedback program across company websites and digital platforms.
- Conduct daily monitoring and triage of customer feedback submissions; identify urgent issues, recurring themes, and emerging trends.
- Coordinate with digital product, commercial, customer service, technical operations, and other internal teams to route, track, and support timely resolution of customer-reported issues.
- Troubleshoot digital experience issues by reviewing feedback, behavioral analytics, and related data sources to help identify root causes.
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