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    Sr Logistics Customer Experience Analyst - San Diego, United States - Illumina

    Illumina
    Illumina San Diego, United States

    3 weeks ago

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    Description

    **Sr Logistics Customer Experience Analyst**

    **Sr Logistics Customer Experience Analyst**

    **Responsibilities:**

    Develop a deep understanding of Illuminas customers/processes and identify opportunities to improve the customer experience and drive customer satisfactions.

    Manage cultural change and internal adoption of CX mindset and methodology through internal communications, training and development opportunities, and customer storytelling

    Contribute to the development of a customer-focused CX initiative roadmap and successfully manage and report on the execution of projects

    Build cross-functional partnerships at various levels of the organization to help turn CX findings into improved customer experiences

    Work with internal stakeholders to drive customer experience efforts for ongoing opportunities to improve operational efficiencies and collaborate when possible

    Drive internal customer-centric initiatives/visibility to create end-2-end process efficiency and best business practice.

    Drive visibility to internal processes and build tools, reports and dashboards for internal process improvement.

    **Requirements:**

    Critical thinker that demonstrates intellectual and analytical rigor with strong problem solving skills

    Ability to identify root cause in order to drive continuous process improvement

    Excellent communication, influencing, and presentation skills to senior management; visualization skills and the ability to succinctly articulate concepts and ideas in a simple fashion

    Customer-focused; keeps customers as a top priority when making all business decisions, listening to customer feedback and advocating for solutions that help drive improvement in the customers experience

    Demonstrated ability to manage multiple projects and priorities

    Interacts effectively with individuals and groups inside and outside the company

    Ability to collect data from internal/external survey, corporate databases, and design/administrate other targeted studies

    Team oriented, collaborative partner that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views

    Comfortable working on grey space projects and within fast moving and changing organizations

    Strong analytical skills and experience with analysis/visualization tools.

    5-7 years of experience with supply chain, commercial operations, customer support or related customer-focused function required

    Previous experience in Life Sciences organization with focus on research and diagnostics preferred

    Advanced Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook) at the advanced level preferred

    Strong knowledge and understanding of Lean Manufacturing and Continuous Improvement principles

    Strong understanding of SAP ERP/Ship ERP/SAP HANA

    Familiarity and understanding of FDA 21 CFR 820 Good Manufacturing & Good Distribution Principles (GMP/GDP), ISO13485 & ISO9001 as they apply to Medical Device

    Strong knowledge and experience with Tableau and/or other visualization and analytics tools

    Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

    Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina may require proof of COVID vaccination in accordance with local statutory requirements (subject to limited exceptions) beginning November 1, 2021.At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact To learn more, visit: locationUS - California - San DiegolocationUS - California - San DiegolocationUS - California - San Diego*****Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina may require proof of COVID vaccination in accordance with local statutory requirements (subject to limited exceptions) beginning November 1, 2021.*****

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