Not specified
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Job Category:
Customer Experience Improvement Engineer 2
(This job is no longer available)
Illumina, Inc. | San Diego, CA
Grad Date

Not sure what types of jobs you are interested in?

Explore Jobs
Based on Your Education

Follow This Company

Job Description

Basic Function and Scope of the Position:

The Customer Experience Engineer will work closely with the Customer Service and Experience leadership team to understand our biggest opportunities to improve customer experience. This person will understand our technology and business processes. The Customer Experience Engineer will be comfortable challenging assumptions in search of innovative methods to better serve our customers and drive process improvements to deliver a world class customer experience.

Primary Responsibilities:

  • Identify repetitive problems across all phases of the customer journey and work with cross-functional teams to solve, improve and automate
  • Leverage key performance indicators to monitor change and measure success
  • Maintain strong knowledge of products
  • Partner cross-functionally to provide insights and recommendations for new processes and product launches
  • Demonstrate discretion in coordination of project scoping and selection to align with business objectives
  • Build scalable processes from the ground up, as needed
  • Be a trusted partner to the other Customer Service and Experience business leaders as well as our Marketing, Engineering, Quality, and Operations teams


  • 3-5 years of relevant work experience in process improvement, engineering, or operations in a biotech company
  • Proven track record and passion for making processes more efficient, ideally for a user or customer experience team
  • Strong creative problem-solving skills. You thrive in an environment where process improvement is needed - yet can flex solutions to meet the needs of the team
  • Strong yet empathetic business partner
  • Excellent written and verbal communication
  • Ability to influence leaders and drive change
Illumina believes that everyone has the ability to make an impact, and 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 have a disability or special need that requires accommodation, please contact us at applications@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

recblid kd4o9wgo704ds31826nsj7td85lmjc

About Illumina, Inc.

Illumina, Inc. is a developer, manufacturer and marketer of integrated systems for the large-scale analysis of genetic variation and biological function. The Company provides a comprehensive line of products and services that serve the sequencing, genotyping and gene expression markets. It also, develops and commercializes sequencing technologies used to perform a range of analyses, including whole genome re-sequencing, gene expression analysis and small ribonucleic acid (RNA) analysis. Its customers include genomic research centers, pharmaceutical companies, academic institutions, clinical research organizations and biotechnology companies. The Company operates in two business segments: Life Sciences and Diagnostics. On August 1, 2008, the Company acquired Avantome, Inc. The Company’s subsidiary is Solexa, Inc. (Source: 10-K)