Customer Experience Program Coordinator

At Terumo Blood and Cell Technologies, our 8,000+ global associates take pride in coming to work each day, knowing that what we do impacts the lives of patients around the world. We make medical devices and related products used to collect, separate, manufacture, and process various components of blood and cells. With innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to increasing the number of patients we serve.

About the role

The Customer Experience Program Coordinator plays a key role in delivering exceptional, best-in-class experiences at Terumo Blood and Cell Technologies’ headquarters in Lakewood, Colorado. This role supports the day-to-day operations, readiness, and ongoing enhancement of the Customer Experience Center, ensuring every visit reflects the company’s commitment to innovation and excellence. Reporting to Corporate Communications, the Coordinator partners closely with teams across the organization to create engaging, seamless experiences for customers, healthcare professionals, government officials, community leaders, and new associates. This position is instrumental in showcasing Terumo’s heritage, advanced solutions, and global leadership in blood and cell technologies while maintaining a highly organized, polished, and welcoming environment.

Responsibilities

• Support day-to-day operations of the Customer Experience Center, ensuring the space is always visit-ready. Maintain high standards for organization, functionality, and presentation.
• Ensure the center reflects Terumo’s brand, values, and solutions.
• Support budget monitoring and planning in coordination with Finance, Procurement, and Facilities.
• Serve as a host and company representative for visitors as needed, ensuring a professional, welcoming, and consistent Terumo experience.
• Coordinate scheduling, booking, logistics, and track all visits by maintaining scheduling system updates in alignment with compliance requirements.
• Support internal stakeholders in planning and hosting effective events and visits.
• Provide coordination support to the global events team for company-wide events, meetings, and internal gatherings, including logistics, setup, vendor coordination, and on-site assistance.
• Ensure a consistent, high-quality experience across all audiences.
• Coordinate new content planning, refresh cycles, and updates with Corporate Communications, Marketing, Business Areas, Commercial, R&D, Operations, and HR teams.
• Keep content on digital screens, displays, and graphics accurate and up to date by coordinating and regularly triggering updates with content owners.
• Work with IT, Engineering, Services, Product, and other teams to report and resolve basic technology issues.
• Assist with and trigger routine updates and minor enhancements to the visitor experience.
• Act as the primary operational contact for technology issues within the center.
• Support upgrades and enhancements to improve the visitor experience.
• Coordinate with procurement and external vendors and service providers supporting the center (e.g., AV, catering, exhibit support).
• Ensure the center is stocked with necessary supplies and refreshments.
• Monitor vendor performance and help maintain quality and cost control.
• Assist with training internal stakeholders on how to use the center and host visits effectively.
• Maintain hosting guidelines and operational documentation.
• Support onboarding experiences for new associates.
• Coordinate the promotion, awareness, and utilization of the Customer Experience Center internally with Marketing, Marketing Communications, Events, and Leadership teams to increase engagement and use.
• Support long-term enhancement planning, including new content, technology upgrades, and experience innovation.
• Prepare regular reports and summaries on Center activities, including visit volume, audience types, utilization, feedback, and key insights.
• Collect feedback, track and analyze center usage and visitor feedback to support continuous improvement and leadership updates.

Requirements

• Bachelor’s degree or equivalent education and experience sufficient to successfully perform the essential functions of the job.
• 1–2 years of experience in customer experience centers, hospitality, brand experience, events, or operations.
• Strong organizational, coordination, and interpersonal skills.
• Experience working with digital and interactive experience platforms.
• Familiarity with experience measurement or continuous improvement practices.

Skills

• Strong customer and stakeholder focus.
• Strong attention to detail and operational excellence.
• Ability to work effectively across functions without direct authority.
• Strong organizational and prioritization skills.
• Problem-solving mindset with a focus on continuous improvement.

Location

Lakewood, Colorado - Onsite (hybrid).

Physical Requirements

Typical office environment requirements include reading, speaking, hearing, close vision, walking, bending, sitting, and occasionally lifting up to twenty pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Pay

Target pay range: $23.00 to $29.00 per hour, determined by education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Target bonus on base: 7.0%.

Benefits

• Competitive total reward offerings including compensation, benefits, and recognition programs.
• Multiple group medical, dental, and vision plans.
• Robust wellness program.
• Life insurance and disability coverages.
• Voluntary programs such as group accident, hospital indemnity, critical illness, and pet insurance.
• 401(k) plan with matching contribution.
• Vacation and sick time programs.