Customer Experience Manager

Bring More To Life

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Cytiva, one of Danaher's 15+ operating companies, our work saves livesand we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact innovating at the speed of life.

Working at Cytiva 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. Take your next step to an altogether life-changing career.

Learn about the Danaher Business System which makes everything possible.

What You'll Do

Support the Cytiva Customer Experience strategy and on-going program execution by working closely with Customer Experience leader, Customer Experience team, and cross-functional teams on the development and execution of CX efforts.

Responsible for supporting the Customer Experience Management platform (Medallia) across the Cytiva global organization. Work closely with platform vendor and team Medallia leader to help manage day-to-day metrics measurement efforts including the development of surveys, survey delivery, and on-going dashboard improvement.

Analyze on-going survey and market research data related to key points in the customer journey, define customer segment-specific strategies, and identify opportunities for continuous improvement and increased revenue and loyalty based on analysis. Aid in the development of customer journeys and conduct on-going report-outs for key commercial business reviews and for tracking customer experience performance.

Work with CX partners in other Danaher operating companies to share best practices and build relationships.

You should have :

Experience working with a Customer Experience Management Platform preferred, but not required, preferably Medallia. Proficiency in Microsoft 365.

3+ years' experience in customer experience field as well a strong ability to analyze survey data, financial attribution and market research to determine current customer satisfaction and the effect on company goals.

Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.

Strategic thinker with strong analytical and critical thinking skills required, including a thorough understanding of how to interpret customer business needs and organizational gaps & opportunities and translate them into application and operational requirements.

Ability to travel up to 10%, both domestic and international

Cytiva, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

At Cytiva we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cytiva can provide.

The salary range for this role is $110,000 -$125,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus / incentive pay.

We offer comprehensive package of benefits including paid time off, medical / dental / vision insurance and 401(k) to eligible employees.

Note : No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.