In this role, you have the opportunity to
Lead and manage the system that measures ongoing customer satisfaction across Philips services (incl. our brand licensee’s services, and Philips Online Shop) and delivers actionable insights with which Philips and brand licenses can improve its capabilities, and increase customer experience, loyalty and retention. This system is called Customer Pulse and measures Net Promoter Scores (NPS), emotion & the why.
Do you have an interest to play a crucial role in leading and managing the Personal Health Customer Pulse measurement program across the world? Do you always see ways to improve and like to act on it? And do you get excited about measuring/ analyzing/ understanding how the consumers think and feel about the Philips products they bought? Then this might be your next career step.
You are responsible for
Leading and managing the Personal Health Customer Pulse measurement program across countries and businesses for the Consumer Care journeys (phone, chat, email, repair, social and web support) and Philips Online Store.
Deploying the program to new markets or channels.
Organizing quarterly update & best practice sharing sessions.
Supporting the markets and stakeholders with target setting processes.
Monthly reporting out on results to Consumer Care Leaf.
Running monthly "Plan Do Check Act (PDCA)" cycles with countries and stakeholders.
The end to end execution of the measurement with IT, vendors, and ensure adherence to agreed measurement and best in class processes.
Providing guidance to the Customer Pulse support team (1st line support).
Aligning on regular basis on issues and improvements with vendor & Customer Pulse Support team.
Driving improvements in the measurement and dashboards based upon new or changing consumer processes and journeys as well as user requirements.
Supporting the business owners /users pro-actively with expertise on Customer Pulse (NPS + emotion) and facilitate knowledge/best practice sharing within the organization.
You are a part of
The Personal Health Global Consumer Care Team and the virtual HealthTech Customer Pulse team existing of a Brand Communication & Digital Market Intelligence Lead, and your Health Systems Customer Service Business Process Experts. You will directly report into the head of Consumer Care Europe/ APMEA and will get functional guidance from the previous Customer Pulse expert.
To succeed in this role, you should have the following skills and experience
Experience in and understanding of Consumer Care processes.
Deployment experience of projects to the market/ market communication.
Excellent communication skills.
Experience with managing stakeholders, ability to show seniority.
Clear affinity with market research and data, analytical skills.
Project Management skills.
Eager to represent the voice of consumers strongly throughout the organization.
Huge drive for results and improvements.
Continuous improvement/Lean experience is a pre.
In return, we offer you
A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities. Furthermore, Philips University is available to all employees for learning and development opportunities.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .