Director, Learning & Customer Excellence

Work Schedule

Environmental Conditions

Job Description

This is a fully remote role supporting our Global Central Laboratories. We welcome applicants from all locations within the US. 

Must be legally authorized to work in the United States without sponsorship. 

Must be able to pass a comprehensive background check, which includes a drug screening. 

At Thermo Fisher Scientific, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on – now and in the future.

Our PPD® Laboratory Services team has a direct impact on improving patient health through the expertise of scientists, industry thought-leaders and therapeutic experts. As the world leader in serving science, our laboratory professionals bring their commitment to accuracy and quality to deliver groundbreaking innovations.

Discover Impactful Work:

The Director, Learning & Customer Excellence is responsible for defining and executing the learning, capability development, customer experience, and culture transformation strategy across Global Central Laboratories. The role establishes capability frameworks and role-based learning pathways for Client Delivery functions, while leading onboarding programs and customer excellence initiatives that support all Global Central Laboratories employees. This position partners with business leaders across Global Central Laboratories to improve organizational effectiveness, customer experience, employee capability, and overall business performance through scalable learning and behavioral excellence programs.

A Day in the Life:

Learning & Capability Strategy

Lead and drive capability development across Client Delivery through the following activities:

• Define and execute the Client Delivery learning and capability strategy aligned with business priorities and customer outcomes.
• Establish competency frameworks, proficiency standards, and capability models across Project Management, Project Design Management, and Strategic Partnership functions.
• Define role-based learning pathways, readiness criteria, certification requirements, and development programs that support employee effectiveness and career progression.
• Partner with Client Delivery leaders to identify capability gaps and implement targeted development strategies.
• Ensure capability development initiatives support workforce readiness, succession planning, and organizational effectiveness.
• Align learning priorities with operational performance, customer expectations, and future organizational needs.

Learning Operations, Onboarding & Training Excellence

Lead and drive learning operations through the following activities:

• Provide leadership and oversight for onboarding, role-based training, continuous learning programs, and capability development activities.
• Lead the team responsible for PM, PDM, onboarding, and customer experience training programs.
• Oversee enterprise onboarding programs that accelerate colleague readiness and reinforce Global Central Laboratories culture and customer-centric behaviors.
• Establish governance for learning content, curriculum management, knowledge repositories, training effectiveness, and learning standards.
• Oversee learning technologies, learning management systems, digital learning platforms, and AI-enabled learning solutions to improve scalability and effectiveness.
• Ensure role-based training programs remain aligned to evolving business requirements, customer expectations, and operational priorities.
• Monitor learning effectiveness and implement improvements based on learner feedback, proficiency assessments, operational performance, and business needs.

Customer Excellence & Experience

Lead and drive customer excellence initiatives across Global Central Laboratories through the following activities:

• Define and implement the Global Central Laboratories Customer Excellence strategy.
• Establish customer experience standards, playbooks, and behavioral expectations that reinforce accountability, ownership, and client-first decision making.
• Lead Customer Excellence Academy programs that build customer-facing capabilities across all Global Central Laboratories functions.
• Partner with business leaders to embed customer experience principles into onboarding, learning programs, leadership development, and operational processes.
• Drive organizational understanding of customer impact and strengthen the connection between employee actions, customer outcomes, and patient impact.
• Partner with operational and functional leaders to strengthen communication, issue resolution, expectation management, escalation management, and customer engagement capabilities.
• Promote a culture that consistently prioritizes customer outcomes and strengthens client trust.

Voice of Customer & Continuous Improvement

Lead and drive customer feedback and improvement programs through the following activities:

• Establish governance for Voice of Customer (VOC) and customer feedback programs across Global Central Laboratories.
• Ensure customer feedback is systematically collected, analyzed, communicated, and translated into measurable improvement actions.
• Ensure customer feedback is incorporated into learning programs, onboarding experiences, leadership development activities, and operational improvement initiatives.
• Develop mechanisms that increase visibility of customer feedback and reinforce accountability for follow-through.
• Partner with operational leaders to prioritize improvement initiatives based on customer insights and organizational performance data.
• Support continuous improvement initiatives that improve customer satisfaction, operational effectiveness, and organizational capability.

Leadership, Culture & Organizational Effectiveness

Lead and drive culture and leadership development through the following activities:

• Develop programs that strengthen accountability, customer-centricity, communication, collaboration, and leadership effectiveness across Global Central Laboratories.
• Increase organizational awareness of customer expectations and reinforce a culture where all functions understand their role in delivering customer outcomes.
• Partner with senior leaders to reinforce desired behaviors and sustain organizational culture transformation initiatives.
• Establish recognition and reinforcement mechanisms that support customer-centric and accountability-focused behaviors.
• Serve as a strategic advisor to leadership on organizational readiness, capability development, and customer experience maturity.
• Support enterprise change management initiatives that require capability building, behavioral adoption, and stakeholder engagement.

Keys to Success:

Bachelor's degree or equivalent and relevant formal academic / vocational qualification

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 12+ years).

5+ years of management responsibility

Strong leadership skills

In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Working Conditions and Environment: 

Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.

• Able to work upright and stationary for typical working hours.

• Ability to use and learn standard office equipment and technology with proficiency.

• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.