Customer Experience Specialist

About USP

The U.S. Pharmacopeial Convention (USP) is a global, independent scientific body that works with leading experts in health and science to establish high-quality standards for medicines, dietary supplements, and food ingredients. The organization’s philosophy centers on scientific rigor, fairness, integrity, and worldwide collaboration. More than 1,300 professionals across 20 international locations contribute to its mission of improving access to safe, reliable medicines.

USP encourages participation from people with varied backgrounds and believes that broader representation leads to stronger scientific and public health outcomes. The organization supports equal opportunity hiring, reasonable accommodations for candidates and employees with disabilities, and a workplace built on inclusion and teamwork.

Role Overview

The Customer Experience Specialist will help drive customer experience programs across multiple regions. This position works with Customer Success operations and other departments to ensure CX strategies are carried out effectively, customer feedback is collected and analyzed, and improvements are implemented. The role calls for a customer-first approach, strong coordination skills, and the ability to work with stakeholders from different teams and regions.

Impact of the Role

In this position, you will contribute to USP’s larger mission of improving global access to high-quality medicines by supporting standards and programs that strengthen public health. You will also work in an environment that values leadership development, equitable practices, and collaborative team performance.

Key Responsibilities

• Support rollout of global customer experience programs and ensure they stay aligned with broader business strategy.
• Act as a bridge between customer success teams by sharing tools, training, and proven CX practices.
• Encourage knowledge exchange across regions to build a consistent and customer-focused way of working.
• Spot opportunities to improve processes and make CX activities more effective and efficient.
• Keep customer experience documentation current and share insights, learnings, and best practices across locations.
• Carry out monthly CX quality audits for Customer Success operations when required and suggest process improvements.
• Track and maintain the Knowledge Management System, including user guides, FAQs, resources, and knowledge articles so information remains accurate and up to date.
• Assist with CX training and onboarding content in coordination with learning and development teams.
• Review CX databases, dashboards, and tracking tools to maintain clean, consistent data and identify better ways to capture and report insights.
• Prepare reports and presentations on CX metrics and project outcomes for leadership when needed.
• Work with CX and Customer Success teams to support day-to-day operations and improve efficiency.
• Help resolve operational issues that affect customer experience by coordinating with cross-functional teams and applying practical fixes.
• Support User Acceptance Testing to validate the quality and usability of applications.
• Share testing observations with the CX Strategy team and assist in UAT sign-off after successful validation.
• Perform additional duties as assigned.

Requirements

• A bachelor’s degree in Business, Marketing, Customer Experience, or a related discipline.
• 2 to 4 years of experience in customer experience, customer success, or project coordination, preferably in a global or cross-regional setting.
• Strong planning and organizational ability with the capacity to handle several projects and deadlines at the same time.
• Excellent verbal and written communication skills, along with the ability to collaborate effectively with diverse teams.
• Hands-on experience with Excel, PowerPoint, CRM tools, analytics platforms, and project management software such as Salesforce, Qualtrics, or Microsoft Project.
• Comfort with data analysis and a decision-making style grounded in facts and metrics.
• Ability to adjust to different cultures and languages; multilingual ability is an advantage.
• Willingness to work the 2:00 PM to 10:30 PM shift.
• This is an individual contributor position with no supervisory responsibility.

Benefits

USP offers benefits designed to support employees and their families now and in the future, including company-paid time off, comprehensive healthcare coverage, and retirement savings options.

Additional Information

USP is an equal employment opportunity employer and supports fair, merit-based hiring. Reasonable accommodations are available for people with disabilities. The organization also states that it does not accept unsolicited resumes from third-party recruitment agencies and is not liable for recruiter or agency fees unless a specific written agreement exists.

Working Conditions

This is a full-time, onsite role based in Chittoor, Andhra Pradesh, India.

The role is scheduled for the 2:00 PM to 10:30 PM shift.