Customer Experience Manager

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

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.

Requirements

• 2+ years of experience managing consumer care communication tools for high-volume consumer 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 environment
• 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

Benefits

• PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement