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Philips Customer Experience Director in Framingham, Massachusetts

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In this role, you have the opportunity to:

Customer Experience Director reports to the Aging and Caregiving Head of M2O and is responsible for total B2C and B2B customer experience transformation. This is an opportunity for a passionate and outspoken CX leader to make a difference for seniors and the family and professional caregivers. You need to be well versed in customer experience digitalization as well as an experience cross-functional change agent. This is an opportunity to build a CX capabilities inside a business transitioning into a SaaS business model.

You are responsible for:

Customer (B2B and B2C) success analytics

  • Build subscriber experience measurements and reporting

  • Build B2B customer experience measurements and reporting

  • Measure employee change adoption

Consumer escalation

  • Routing, management and resolution of high impact detractors and identification of promoters.

Consumer and B2B Zero-base transformation design & roadmap

  • Map future customer experience with cross-functional representation, align prioritization, and translate into a roadmap

Consumer and B2B Experience digitization

  • Identifies partners and solutions that can digitize the customer experience to reduce labor usage and increase experience

  • Pilots, measures and works with organization to drive to scale roadmap of digitization of process

Organization transformation

  • Proposed step by step organization role and reporting lines to improve customer experience and change management

You are a part of:

Aging and Caregiving M2O organization

To succeed in this role, you should have the following skills and experience:

  • Minimum of 5+ years in digital/CX transformation leadership role

  • Minimum of 8+ years of people management experience

  • Expertise in qualitative and quantitative customer insight gathering

  • Multiple proof points of driving change within a cross-functional team

  • Experience identifying and enabling the deployment customer experience, web, and IT systems that underpin transformation

  • BA/BS in marketing, consumer research or design

  • Change management framework deployment

  • Tooling identification and selection

  • NPS experience

In return, we offer you:

Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we’re used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

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 .

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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