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Global Customer Engagement & Lab Experience Specialist (Remote)

PerkinElmer, Inc.

Global Customer Engagement & Lab Experience Specialist (Remote)

Salary Not Specified

PerkinElmer, Inc., Newtown, Cambridge

  • Full time
  • Permanent
  • Remote working

Posted 1 week ago, 4 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 488cc653ed8f44eea93531a365e556ba

Full Job Description

  • Develop and lead an ongoing Strategic Customer Experience program and Stakeholder Engagement/Customer Relationship Plan for the operations across account.

  • Develop, deliver and review the most appropriate Customer Satisfaction Performance Indicators, measures of success and feedback channels.


  • Lead the Customer Journey Mapping Program, Voice of the Lab, Voice of the customer feedback sessions to measure, benchmark and improve customer experience.

  • Analyse Customer Insights and lab persona journeys to design enhanced Customer Experience of our services and solutions

  • Lead activities and process improvements that improve the Laboratory Customer Experience; govern these activities within Project Management methodology.

  • Research, write and produce content material for the Account Customer Communications Plan (website,announcements, presentations, posters, roadshows, surveys and events).


  • The customer engagement plan to incorporate and promote all Account services: Laboratory Instrument Support, General Lab Services, Technical Lab Services.


  • Provide Customer insights at site level to drive program improvements within operations and at leadership governance Account Strategic Reviews, Strategic Advisory Board, Quarterly Business Review.

  • Create and publish communications for customer portals (B2B) or the client's intranet pages (Workplace, Site News, emails, on-site LED/digital screens screens etc.)

  • Ensure brand compliance with internal branding guidance and develop templates for customer communications.


  • Actively promote customer feedback success stories and how our service delivery teams deliver client's core values.

  • Actively promote customer awareness activities through structured engagement roadshows/pop-up events.


    • Employee Engagement:
  • Lead local roll-out of Corporate Communications activities

  • Create and publish internal success stories and monthly newsletter

  • Develop and deploy leadership PKI employee communications

  • Facilitate regular All Hands Meetings for Account Team


    • In addition to the above tasks, other activities and responsibilities may be individually defined as key stakeholder relationships continue to evolve.

  • 2+ years' experience in a relevant Customer Experience Lead/Management role, experience managing Voice of the Customer (VoC) or Customer insights program

  • Bachelor's Degree

  • Prepared to work early evenings occasionally to support US initiatives and meetings.


    • Preferred Qualifications:
  • Customer-focused - ability to make the internal and external customer the center of attention, with a focus on listening to the customer first before finding a solution

  • Leadership or Service Delivery Management

  • Global Fluency - ability to engage and be part of an international and diverse team

  • Accountability - ability to take ownership of responsibilities and commitments to goals

  • Creating and Delivering impactful Presentations - PowerPoint excellence is essential

  • Thinks strategically - ability to bring together seemingly disparate ideas, areas, products, etc. to create new solutions for the customer

  • Team building - ability to promote collaboration and cross-cultural cooperation

  • Engages others - encourages and engages in collaboration with others

  • Demonstrates integrity - acts consistent with what he/she says and believes in line with ethical standards

  • Shows respect for others - ability to understand, value and navigate different perspectives and modify own views

  • Communicates and influences - Ability to convince, influence or persuade others to gain support for own agenda across the organisation

  • Results-oriented - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges, Ideal industry experience in Customer Operations, Customer Experience or within a Scientific or Life Science industry background

  • Preferably a formal customer experience/customer engagement qualification

  • Ability to understand complex issues and interpret them for a wider audience

  • Experience leading or managing a relevant Customer Engagement Program

  • Ability to work under pressure, multi-task and deliver to tight deadlines

  • High need for excellence with good planning and implementation skills

  • Creativity, initiative and discretion required

  • Flexible team player with good interpersonal skills

  • Experience in emerging technology and media tools for VoC analysis

  • Good English language communication skills - written and verbal

  • Intercultural work experience would be an advantage

  • Global or regional account experience

  • Creating communications experience