Director, Learning – Customer Excellence

Thermo Fisher Scientific

Director leading learning, capability development, and customer excellence for Thermo Fisher Scientific’s global central laboratories. Driving onboarding, customer experience, culture transformation, and organizational effectiveness programs.

Posted 8/7/2026full-timeRemote • Alabama, Colorado, Kentucky, New York, Oklahoma • 🇺🇸 United StatesLead💰 $200,000 - $270,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and executing learning and capability strategies that align with business priorities, focusing on customer outcomes and continuous improvement. Proven ability to lead training programs, establish governance for learning content, and enhance customer experience through effective capability development.

Highest-signal resume keywords

Learning Management SystemsCapability DevelopmentCustomer Experience StrategyLeadership SkillsTraining Program Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Capability FrameworksProficiency StandardsDevelopment ProgramsOnboarding TrainingDigital Learning PlatformsAI-Enabled Learning SolutionsGovernance for Learning ContentCurriculum ManagementCustomer Feedback ProgramsBehavioral Expectations

Soft Skills

Strong LeadershipCommunicationCollaborationCustomer-CentricityAccountability

Tools & Technologies

Learning TechnologiesDigital Learning PlatformsKnowledge RepositoriesTraining Effectiveness Tools

Certifications & Qualifications

Bachelor's Degree or Equivalent

Industry Keywords

Client DeliveryCustomer ExcellenceCapability GapsEnterprise Change ManagementStakeholder Engagement

About the role

Key responsibilities & impact

Define and execute the Client Delivery learning and capability strategy aligned with business priorities and customer outcomes
Establish competency frameworks, proficiency standards, capability models, role-based learning pathways, readiness criteria, certification requirements, and development programs
Partner with Client Delivery leaders to identify capability gaps and implement targeted development strategies
Lead onboarding, role-based training, continuous learning, and capability development activities
Lead the team responsible for PM, PDM, onboarding, and customer experience training programs
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
Define and implement the Global Central Laboratories Customer Excellence strategy
Establish customer experience standards, playbooks, behavioral expectations, and Customer Excellence Academy programs
Establish governance for Voice of Customer and customer feedback programs; translate feedback into measurable improvement actions
Develop programs that strengthen accountability, customer-centricity, communication, collaboration, and leadership effectiveness
Advise leadership on organizational readiness, capability development, and customer experience maturity
Support enterprise change management initiatives requiring capability building, behavioral adoption, and stakeholder engagement

Requirements

What you’ll need

Bachelor's degree or equivalent and relevant formal academic / vocational qualification
12+ years of previous experience providing the knowledge, skills, and abilities to perform the job
5+ years of management responsibility
Strong leadership skills
Equivalency may consist of a combination of appropriate education, training and/or directly related experience
Must be legally authorized to work in the United States without sponsorship
Must be able to pass a comprehensive background check, including a drug screening
Ability 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

Benefits

Comp & perks

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
Short- and long-term disability in accordance with company policy
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
Variable annual bonus based on company, team, and/or individual performance results in accordance with company policy