Senior Director, Customer Insights and Strategy
Thermo Fisher Scientific

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Senior Director, Customer Insights and Strategy

The Sr. Director of Customer Insights and Strategy leads the digital user experience strategy and champions the customer's voice. They collaborate with various functional teams and oversee five digital teams: Strategy, UX/Human Factors Design, UX Research, Optimization and Testing, and Market Development.

Essential Functions:

Digital Commerce Platform Strategy: Design and implement strategic programs that are in line with the Digital Transformation Office strategy. Harness the power of AI and advanced analytics to identify and capture digital opportunities for improving customer experience, efficiency, and market differentiation. Formulate and test hypotheses to pilot programs.

Apply digital leadership to drive the adoption and governance of digital tools and software, improving commercial effectiveness, revenue growth, and market share. Use new technologies and trends to inform strategy and execution.

Customer Research and Feedback: Support the complete product cycle, encompassing research and usability testing. Implement tools for real-time feedback and agile development needs. Manage and optimize web feedback initiatives, ensuring meaningful enhancements based on customer insights.

UX Strategy and Design Thinking: Drive the UX strategy for the Digital Commerce Platform, promoting the use of Design Thinking practices and establishing a Global Design System. Ensure alignment with design standards and facilitate improvements in the customer-focused experience.

Testing and Continuous Improvement: Implement a culture of continuous improvement through the application of testing and optimization on web experiences. Apply data-driven insights to attain measurable improvements and integrate testing into operational processes.

Automation and Data Insights: See opportunities to streamline operations and extract meaningful insights from data to optimize efficiency and reporting. Collaborate with teams to develop novel models for measuring digitally-enabled value.

Leadership and Team Development: Build a team that scales with the Business. Develop strong leaders within DCP teams, ensuring alignment, growth opportunities, and continuous improvement. Promote agile development, remove barriers to success, and lead with transparency, passion, and effective communication.

Minimum Qualifications:

13+ years of experience in strategy, market development, and research.

10+ years in management roles within large matrixed organizations, with a track record of building engaged teams and advocating for diversity and inclusion.

Self-starter with the ability to prioritize and navigate competing demands in a fast-paced setting.

Strong interpersonal and team-building skills, with the ability to lead from conceptualization to execution.

Demonstrated ability to quickly grasp new information and adapt in a dynamic environment.

Proven analytical skills, with experience using advanced analytics and AI to derive insights and drive improvements.

Experience in life sciences, clinical applications, bioinformatics, or related domains.

Excellent communication skills, including the ability to present complex information effectively to executive audiences.