Customer Experience Analyst

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Customer Experience Analyst

This role elevates customer satisfaction, strengthens loyalty, and improves overall service quality by optimizing both customer‑facing and internal operations. Demonstrating deep expertise in end‑to‑end Order‑to‑Cash (OTC), customer insights, and digital tools, the incumbent acts as a subject matter expert (SME) to identify improvement opportunities, enhance service interactions, and enable cross‑functional collaboration. The position supervises customer experience (CX) performance, champions best‑practice adoption, and supports day‑to‑day service excellence as well as strategic CX and operational initiatives—delivering a consistent, seamless experience across the customer journey.

What you will do

Let’s do this. Let’s change the world. In this vital role you will:

Customer Insight & Experience Management

• Build and maintain strong customer relationships to proactively understand evolving needs and expectations.
• Continuously supervise customer sentiment across channels to identify patterns, difficulties, and opportunities for service enhancement.
• Develop and manage feedback listening posts across the customer journey to gather actionable insights.
• Handle escalated inquiries through phone, email, and digital channels, ensuring timely, accurate, and customer-focused resolution

Operational & Process Excellence

• Document controlled operational procedures, SOPs, and customer interactions including compliments, complaints, and technical issues.
• Serve as a subject matter expert for OTC and service processes, ensuring operational documentation remains current, compliant, and reflective of standard processes.
• Support process improvement initiatives, including user acceptance testing (UAT) for system upgrades and new digital tools.
• Assist in troubleshooting operational challenges that impact customer experience or service reliability.

Performance Measurement & Analytics

• Collect, track, and analyze customer feedback, performance metrics, and service data to generate insights and improvement recommendations.
• Prepare and support monthly and quarterly reporting on CX analytics, KPIs, and experience trends.
• Use data to evaluate service quality, identify risks, and propose targeted mitigation or corrective actions.

CX Strategy & Journey Management

• Support the development and refinement of customer journey maps to highlight friction points, root causes, and improvement opportunities.
• Contribute to defining ideal customer profiles and mapping targeted experience pathways.
• Assist with the creation and execution of annual CX objectives and participate in regional and in-market CX initiatives.

Cross-Functional Collaboration

• Collaborate closely with Marketing, Sales, Product Development, Account Management, Finance, Billing, UX, and Supply Chain teams to address experience gaps and drive consistency across touchpoints.
• Provide supply chain-related CX insights and customer market understanding to support decision-making.
• Advocate for customer needs by translating insights into actionable internal recommendations.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The vital attribute professional we seek is a type of person with these qualifications.

Basic Qualifications:

• Master’s degree OR
• Bachelor’s degree and 6 months of experience OR
• Associate’s degree and 2 years of experience OR
• Proficiency English language.

Preferred Qualifications:

• Customer Experience Management
• Journey Mapping & Process Design
• End-to-End OTC Process Knowledge
• Customer-Centric Mindset & Service Orientation
• Problem-Solving & Critical Thinking
• Proactive Risk Identification & Mitigation
• Collaboration, Communication & Cross-Functional Influence
• Accountability, Initiative, and Strong Ownership

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now and make a lasting impact with the Amgen team.

careers.amgen.com

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.