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In this role, you have the opportunity to

Be a part of the Philips team as a Senior Manager, Customer Experience responsible for analyzing customer feedback and other Omni-channel data related to the customer experience to drive actionable insights.

You are responsible for

o Drive the Customer Experience program and work streams in the North American Market to deliver industry-leading experiences for all customers.

o Deliver customer insights and deep dive analysis for each functional area

o Act as a guiding partner by leading work streams focused on listening to the Voice of Our Customers to improve the Customer Experience

o Develop reports/presentations supporting Customer Experience findings and set clear expectations and action plan for sustainable improvement

o Take active role and participate in support projects to improve the Customer Experience, supporting all modalities

o Drive outside-in, customer-centric design of all customer touch points within functional area of support.

o Serve as the Customer Experience “thought leader” and Change Agent/catalyst to initiate needed culture change within functional areas of support.

o Lead initiatives with cross-functional stakeholders to ensure success of long-term initiatives.

o Excellent stakeholder management and communication skills, candidate must clearly communicate across different levels within the organization.

o Perform analytics across multiple sources of customer data using quantitative and qualitative tools and methods to drive actionable insights.

o Analyze and synthesize Voice of Customer survey data to develop valuable insights and strategic recommendations

o Align and analyze customer feedback data and research data to make actionable recommendations for changes that will improve the customer experience.

You are a part of

The Customer Experience Team and competency center reporting to the Director of Customer Experience within Philips Health Systems North America, not only in Service but also cross-functionally as necessary to delivery industry-leading experiences to our customers. The CX team serves as a customer advocate, collaborating with leaders across all business units and geographic regions to re-imagine the customer experience and ensure that customers are at the center of every business decision. Using Medallia and other tools within our CX platform, the Senior Manager will enable the identification of relationships between customer experience and business performance.

To succeed in this role, you should have the following skills and experience

o Bachelor’s degree in Business, Marketing, Communications or quantitative field required, or the equivalent experience

o 10+ years of related work experience within a global organization

o Experience extracting large data sets from corporate ERP systems/data warehouses and performing data analysis preferred

o Experience with CX/VoC programs

o Experience with Medallia, IMV, ServiceMax, and SalesForce a plus

o Must have MS Office (Expert Visio, Excel and PowerPoint skills). Strong data analytic skills and ability to leverage statistical/database software like SQL, SAS, R, Python, Access, Data aggregation (Alteryx), and SPSS a plus

o Project Management, Business Analysis or Customer Experience Certification preferred

o Team player with excellent analytical and problem solving skills. Ability to collaborate and coordinate cross-functionally.

o Goal/result oriented; able to initiate and drive changes to completion

o Demonstrated success solving problems of diverse scope utilizing analytical skills where solutions are unknown. Six Sigma or Lean knowledge is a plus.

o Results oriented, resourceful individual with solid leadership and interpersonal skills. Self-motivated, high energy individual requiring minimal instruction on day-to-day work

o Strong verbal and written communication skills; ability to communicate across levels of the organization

o Demonstrated ability to drive, improve and develop processes

o Proven analytical and deductive reasoning skills

In return, we offer you

A dynamic working environment in an innovative business which offers you excellent opportunities to fully utilize, while gaining exposure with Executive Leadership and Philips Global.

Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance of Alpharetta, GA area.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

Call to Action / Contact

Find out more info about Philips at www.philips.com/na/careers .

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223 , option 5, for assistance.