Customer Experience Specialist

Who is USP?

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world’s leading health and science experts to develop rigorous quality standards for medicines, dietary supplements, and food ingredients. At USP, we believe that scientific excellence is driven by a commitment to fairness, integrity, and global collaboration. This belief is embedded in our core value of Passion for Quality and is demonstrated through the contributions of more than 1,300 professionals across twenty global locations, working to strengthen the supply of safe, high-quality medicines worldwide.

At USP, we value inclusive scientific collaboration and recognize that attracting diverse expertise strengthens our ability to develop trusted public health standards. We foster an organizational culture that supports equitable access to mentorship, professional development, and leadership opportunities. Our partnerships, standards, and research reflect our belief that ensuring broad participation in scientific leadership results in stronger, more impactful outcomes for global health.

USP is proud to be an equal employment opportunity employer (EEOE) and is committed to ensuring fair, merit-based selection processes that enable the best scientific minds—regardless of background—to contribute to advancing public health solutions worldwide. We provide reasonable accommodations to individuals with disabilities and uphold policies that create an inclusive and collaborative work environment.

Brief Job Overview

The Customer Experience (CX) specialist supports customer experience programs and initiatives across multiple regions. This role partners with teams within the Customer Success operations as well as across departments and regions to ensure that customer experience strategies are effectively implemented and maintained, that customer satisfaction & feedback is continuously gathered, analyzed, and acted upon. The role requires a customer-centric mindset, excellent project management skills, and the ability to collaborate with diverse stakeholders.

How will YOU create impact here at USP?

As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards.

Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments.

The Customer Experience (CX) Specialist has the following responsibilities:

• Assist in the implementation of global customer experience initiatives, ensuring alignment with corporate strategies.


• Serve as a liaison between customer success teams, supporting and sharing best practices, tools, and training on customer experience standards and strategies.


• Facilitate knowledge sharing and collaboration between regions to foster a unified, customer-centric culture.


• Identify and recommend process improvements to enhance the efficiency and effectiveness of CX initiatives.


• Maintain CX documentation, ensuring that best practices and lessons learned are shared across regions.


• Complete monthly CX quality audit for Customer Success operations as needed & maintain/recommend process imporvements.


• Monitor Knowledge Management System (KMS) and maintain processes & regularly update user manual guides, resources, FAQs and knowledge articles to have access to accurate, up-to-date information by the Customer Success Team.


• Support CX training and onboarding initiatives, working with learning and development teams to create relevant content.


• Monitor CX databases, dashboards, and other tracking tools, ensuring data accuracy and consistency and identify opportunities for improvement for capturing/reporting better insights.


• Support preparing reports and presentations on customer experience KPIs and project outcomes for senior leadership as needed.


• Work closely with CX/Customer Success to suppport daily operations & efficiency.


• Address operational breakages impacting customer experience in collaboration with cross-functional teams and implement tactical solutions as needed.


• Support User Acceptance Testing (UAT) to ensure the quality and functionality of applications.


• Share observations with the CX Strategy team and support UAT sign-off upon successful testing.


• Performs other duties as assigned.

Who is USP Looking For?

The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:

• Bachelor’s degree in Business, Marketing, Customer Experience, or a related field.


• 2-4 years of experience in a customer experience, customer success, or project coordination role, ideally in a global or cross-regional environment.


• Strong organizational skills with the ability to manage multiple projects and deadlines simultaneously.


• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams.


• Proficiency with Excel, PowerPoint, CRM, data analytics, and project management software (e.g., Salesforce, Qualtrics, Microsoft Project).


• Analytical mindset with a focus on data-driven decision-making.


• Demonstrated ability to adapt to different cultures and languages; proficiency in multiple languages is a plus.


• Willing to work in 2-10:30pm shift. 

Supervisory Responsibilities

None, this is an individual contributor role.

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.