Data Scientist, Customer Experience

Discover Impactful Work:

As part of the team at Thermo Fisher Scientific, we do important work, like helping customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals! The Customer Channels Group (CCG) serves biotech, pharmaceutical, academic, government, industrial and healthcare customers by providing them with 2.5 M products manufactured by our company as well as those sourced from other industry-leading suppliers around the world. Here at ThermoFisher Scientific the products and services we provide are only successful when the value supplied to the customer outweighs the cost of the transaction. To find out what our customers value, we listen to the insights by analyzing CAS scores and commentary to steer the organization to improve customer experience.

Responsibilities:

• This candidate will play a key role in analyzing large datasets, extracting meaningful insights, and contributing to data-driven decision-making processes.
• Collaborate with cross-functional teams to understand business needs and apply statistical, mathematical, and machine learning techniques to solve problems.
• Apply advanced statistical models and data algorithms to causally link customer feedback data to operational processes to develop key actions to improve how we serve our customers.
• Partners with the various business teams to ensure that existing data quality is improved and expanded (includes importing, redefining, and modeling data as needed).
• Apply statistical methods and machine learning algorithms to develop predictive models and actionable insights.
• Troubleshoot connect to solve data integrity issues by collaborating with colleagues and gaining an understanding of multiple data sources.
• Apply automated tools such as Regex expressions, Databricks, Pandas, and SQL to sort, clean and segment data for downstream use.
• Improve accuracy of automated text categorization tools to digest and find insights from large datasets.
• Enable business insights by developing clear PBI visualizations.
• Interpret and communicate findings to both technical and non-technical team members through reports and presentations.
• Pilot supplementary CX score concept. Combine survey results with operational data to provide a clearer picture of our customer experience.
• Brainstorming new improvements to streamline current techniques.
• Prepares monthly, quarterly and annual Quality Metrics reports for executive committee members and site management based on a defined delivery schedule and provides AdHoc reports as required.

Minimum Qualifications:

• Bachelor’s degree in computer science, data analytics or similar field of study focused on data- driven analysis and decision-making)
• Highly motivated, critical thinker, self-starter, and strong business insight with a passion for learning
• Proficient in Python and SQL
• Proficient with big data frameworks; Databricks tool or equivalent
• Experience with one of, Power BI and/or Tableau
• Experience with Large Language Models (LLM) and data wrangling.
• Excellent oral and written communication skills

Preferred Qualifications:

• Experience in business CRM systems
• Experience applying process improvement methodologies (e.g., root cause analysis)

Benefits

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us . A one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Compensation and Benefits

The salary range estimated for this position based in California is $67,000.00–$100,000.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: