Job Title

Job Description

The Customer Experience Analyst generates insights from deep analysis of quantitative and qualitative data from a variety of sources to provide thoughtful and relevant customer experience recommendations to Philips NAR and related businesses.

Your role:

• Act as a project leader owning the research and problem solving with NAR, business leaders and team peers to address unique questions regarding customer experience and retention.
• Integrate the best sources of data, supervise data mining and alignment across multiple platforms including Medalia, SAP, Siebel, Excel, and Salesforce. Where data is not available, the role will also create alternative scenarios to increase market visibility.
• Effectively make the case for business decisions using data visualization products such as PowerBI, Qlik, Tableau and PowerPoint.
• Make presentations that include recommendations on NAR and Business investment using data-driven insights, summary analysis of news and trends, and comprehensive review of purchasing personas and behaviors as it relates to customer retention.
• Define and manage dashboarding for NAR, report and manage advanced big data, and AI enabled analytics for Region stakeholders as it relates to customer experience and retention.

You're the right fit if:

• You have a Bachelor’s Degree in a related field.
• You’ve acquired 5+ years of experience in analytics of the US health care market. Customer analytics experience preferred.
• Your skills include deep experience working with data and cloud infrastructures, storytelling and presentation development skills, and experience working with a CRM.
• You are a self-starter with excellent customer service and collaboration skills.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

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 3 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 commitment to diversity and inclusion.

Philips Transparency Details

The pay range for this position in Nashville, TN is $88,000 to 152,000.
The pay range for this position in Cambridge, MA is $99,000 to $170,000.

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.

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.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Cambridge, MA OR Nashville, TN.

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.