Customer Experience Manager

About the role

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.

Responsibilities

• Developing project plans, test strategies, and success criteria aligned with business objectives.
• Generating data-driven recommendations based on consumer insights to improve product, service, and experience decisions.
• Identifying customer needs, pain points, behaviors, and experience gaps across Philips and competitor products.
• Partnering 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.
• Establishing key benchmarks, consumer targets, and launch-readiness plans for successful product and service launches.
• Coordinating with stakeholders across the organization to ensure on-time execution and delivery of a best-in-class customer experience.
• Challenging existing processes and implementing more efficient, standardized ways of working to balance innovation, operational excellence, and compliance with medical device standards.

Requirements

Qualifications:

• 2+ years of experience managing consumer care communication tools for high-volume consumer products, including supporting the development, launch, and lifecycle management of physical products.
• 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 environments.

Skills

• 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.

Benefits

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. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

Pay

The pay range for this position in WA is 129,000 to $205,000. 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 role. Employees are required to work in-person at least 3 days per week.