Director, Learning & Customer Excellence

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Thermo Fisher Scientific

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1956

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

Healthcare • Logistics • Manufacturing

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion. Their mission is to enable customers to make the world healthier, cleaner, and safer by supporting life sciences research, solving complex analytical challenges, increasing laboratory productivity, and improving patient health through diagnostics and the development of life-changing therapies. With a global team, they offer innovative technologies and pharmaceutical services through brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.

📋 Description

• Define and execute the Client Delivery learning and capability strategy aligned with business priorities and customer outcomes • Establish competency frameworks, proficiency standards, and capability models across Project Management, Project Design Management, and Strategic Partnership functions • Define role-based learning pathways, readiness criteria, certification requirements, and development programs • Partner with Client Delivery leaders to identify capability gaps and implement targeted development strategies • Lead onboarding, role-based training, continuous learning, and capability development activities • Lead the team responsible for PM, PDM, onboarding, and customer experience training programs • Oversee enterprise onboarding programs and learning governance • Oversee learning technologies, learning management systems, digital learning platforms, and AI-enabled learning solutions • Define and implement the Global Central Laboratories Customer Excellence strategy • Establish customer experience standards, playbooks, and behavioral expectations • Lead Customer Excellence Academy programs • Establish governance for Voice of Customer and customer feedback programs • Ensure feedback is analyzed, communicated, and translated into measurable improvement actions • Develop programs strengthening accountability, customer-centricity, communication, collaboration, and leadership effectiveness • Advise leadership on organizational readiness, capability development, and customer experience maturity • Support enterprise change management initiatives involving capability building, behavioral adoption, and stakeholder engagement

🎯 Requirements

• Bachelor's degree or equivalent and relevant formal academic / vocational qualification • 12+ years of previous experience providing the knowledge, skills, and abilities to perform the job • 5+ years of management responsibility • Strong leadership skills • Equivalency may consist of a combination of appropriate education, training, and/or directly related experience

🏖️ Benefits

• Resources needed to achieve individual career goals • Collaboration and development as part of the everyday experience • Reasonable accommodation for individuals with disabilities • Equal opportunity employment