Janelle Lawrence
Customer Experience Specialist @Thermo Fisher Scientific
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WORK HISTORY
Customer Experience Specialist @Thermo Fisher Scientific
Cincinnati, OH, US
Leads Cincinnati Site Customer Experience (CX) Program. Coordinates CAS surveyprogram and strategy to enable achievement of targets. Supports communicationto customers regarding the CAS program.• Analyzes customer feedback data and identifies trends. Reports to site leadershipon trends and recommended actions to drive outstanding customerexperience. Leads cross-functional teams to implement action plans.• Leads sitewide initiatives to increase engagement in and ownership of customerexperience, including publishing customer spotlights, coordinating patienttestimonials, and facilitating new product launch celebrations.• As subject matter authority, develops and provides training on the CustomerExperience program as well as general customer-facing training.• Collaborate with site leadership and Sales teams to support New Business salesinitiatives, including completion of RFIs, response to new client questions, andcoordination and hosting of new customer visits and site showcases.• Maintains site marketing materials and customer-facing slide decks.• Supports analysis of sales pipelines and identification of action plans.• Generates and interprets business intelligence data to support Demand and STRAPplanning, as well as business case development.
EDUCATION
Washington University in St. Louis - Olin Business School
Executive MBA
Purdue University
Bachelor of Science - BS
University of Tennessee, Knoxville
Master of Science - MS
ABOUT JANELLE LAWRENCE
Customer experience executive with a track record of building and scaling CX operating models across healthcare, biotech, and service organizations. Expert at translating customer and business needs into CX strategy, systems, and workflows that drive engagement, conversion, retention, and operational efficiency. Known for aligning teams around measurable outcomes and delivering customer-centered growth.
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