Customer Experience Manager

Job Title

Customer Experience Manager

Job Description

Your role:

• Leading end-to-end consumer research and insights initiatives, developing project plans, test strategies, and success criteria that align with business objectives. Using qualitative and quantitative research to generate data-driven recommendations that influence product, service, and experience decisions.
• Acting as the voice of the consumer by identifying customer needs, pain points, behaviors, and experience gaps across Philips and competitor products. Leveraging customer feedback, ratings, reviews, and experience metrics to improve satisfaction and drive better outcomes.
• Partnering closely with cross-functional, global, and agile teams to develop consumer-facing content, onboarding experiences, and support journeys. Ensuring a seamless, consistent customer experience across all touchpoints throughout the product lifecycle.
• Driving successful product and service launches by establishing key benchmarks, consumer targets, and launch-readiness plans. Coordinating with stakeholders across the organization to ensure on-time execution and delivery of a best-in-class customer experience.
• Championing continuous improvement by challenging existing processes and implementing more efficient, standardized ways of working. Balancing innovation, operational excellence, and compliance with medical device standards to support sustainable business success.

You're the right fit if:

• You have 5+ years of experience managing consumer care communication tools for high-volume consumer products, including supporting the development, launch, and lifecycle management of physical products.
• Your skills include:
  • An understanding of the product development lifecycle.
  • A consumer-focused mindset with the ability to translate insights into recommendations that improve customer experience and business outcomes.
  • Experience with digital products, global best practices, and navigating ambiguity in fast-paced, evolving environment.
• You have a bachelor’s or master’s degree in a Design discipline, Computer Science Engineering or similar, or 6+ years of the above-related experience in lieu of a degree.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 
• You have strong communication, presentation, and stakeholder management skills with the ability to influence and collaborate across all levels of the organization.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 4 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

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