Job Description

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 you are

• 3 plus years in a Customer Experience and/or commercial or marketing role.
• Specific experience in developing customer experience journey maps and leading journey map workshops helpful but not required.
• Proven change management skills and demonstrated leadership of cross-functional initiatives utilizing known change management approaches
• Proficient in Microsoft 365.
• Additional knowledge of Adobe Creative Cloud, CRM/SFDC platforms, and Customer Experience Management Platforms such as Medallia or Qualtrics preferred, but not required.

Travel, Motor Vehicle Record & Physical/Environment Requirements:

• Travel expectation-10% domestically and internationally

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

The salary range range for this role is $110,000 - $120,000. 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. We may ultimately pay more or less than the posted range. 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.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit .

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.

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