Customer Experience Analyst

About the role

The Customer Experience Data Analyst serves as a strategic analytics partner, transforming complex healthcare customer data into actionable insights. This role leverages advanced analytics and AI-enabled text analysis to support account retention, operational improvement, and executive decision-making.

Responsibilities

• Drive the effective evolution of the AI-based platform to analyze unstructured verbatim data, including theme extraction, sentiment analysis, and trend identification.
• Validate and interpret AI outputs for business impact, focusing on open-ended survey feedback, journey mapping, and root-cause analysis.
• Combine verbatim insights with structured CX, CRM, and transactional data to develop holistic customer experience intelligence that supports prioritization and action.
• Translate findings into actionable reporting and analytics that inform decision-making.
• Aid in the design of dashboards using Databricks & Power BI to turn complex data into clear, decision-ready insights for CX leaders and cross-functional stakeholders.
• Present findings through concise narratives and visualizations, effectively communicating methods and implications to both technical and non-technical audiences, including senior leaders.
• Work with business partners to convert insights into process improvements, capability enhancements, and measurable CX outcomes.

Requirements

• Bachelor's degree in Data Analytics, Data Science, Market Research, Business Intelligence, or a related field.
• Master's degree preferred.
• 5+ years of experience in analytics roles, preferably with direct exposure to qualitative data.
• Demonstrated hands-on experience analyzing unstructured or text-based data, such as open-ended survey responses, customer comments, or feedback transcripts.
• Strong proficiency with Power BI, Databricks, and Excel for analysis, visualization, and storytelling.
• Experience translating analytic findings into clear business insights and recommendations.
• Proven ability to work cross-functionally and engage stakeholders to drive action from data.

Qualifications

• Must be able to perform the following minimum physical, cognitive, and environmental job requirements with or without reasonable accommodation.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Proficiency with SQL and Python for data manipulation and analysis.

Benefits

Details about our comprehensive Philips Total Rewards benefits program, including PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement, and much more, can be found here.

Pay

The pay range for this position in Nashville, TN is $98,000 to $156,000. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

Schedule

This is an office-based role. Employees are required to work at least 3 days per week in the company's facilities.

Philips

We are a health technology company dedicated to improving the lives of people everywhere. Learn more about our business, history, purpose, and culture.

Philips Transparency Details

Learn more about the details of our compensation and benefits, including eligibility for relocation assistance.

Equal Employment Opportunity

Philips is an Equal Employment and Opportunity employer including Disability/Vets and maintains a drug-free workplace.