Customer Experience Manager

About the role

The Customer Experience Manager will lead consumer research and insight initiatives to shape product, service and experience decisions across Philips. This role acts as the voice of the consumer, translating feedback and metrics into actionable recommendations that improve satisfaction and drive business outcomes.

Key responsibilities

• Design and execute end‑to‑end consumer research projects, defining test strategies, success criteria and project plans aligned with business objectives.
• Analyze qualitative and quantitative data to generate insights that influence product development, service design and overall customer experience.
• Identify customer needs, pain points and experience gaps across Philips and competitor offerings, leveraging ratings, reviews and experience metrics.
• Collaborate with cross‑functional, global and agile teams to create consistent onboarding experiences, support journeys and consumer‑facing content.
• Establish benchmarks, consumer targets and launch‑readiness plans to ensure successful product and service launches.
• Champion continuous improvement by challenging existing processes and implementing more efficient, standardized ways of working while complying with medical device standards.

Required profile

• Minimum 2 years of experience managing consumer care communication tools for high‑volume consumer products, including product launch and lifecycle management.
• Strong understanding of the product development lifecycle and ability to translate insights into recommendations.
• Bachelor’s or master’s degree in a design discipline, computer science engineering or related field, or equivalent experience.
• Excellent communication, presentation and stakeholder‑management skills with the ability to influence across all organizational levels.