Senior Manager - Customer Insights & Analytics

Job Title

Senior Manager - Customer Insights & Analytics

Job Description

In this role you will provide actionable insights for marketing teams around how to improve the customer experience, engagement and relationship with customers. You will oversee and drive the end to end customer feedback program, with ownership of the customer relationship survey, and work as part of a cross-functional team, bringing insights into how to improve the relationship with our customers.   

Your role: 

• Drive insight around the performance of Philips Healthcare customer experience and customer engagement through tools such as the Net Promoter Score, Customer Journey Insights, Customer Pattern Analysis 

• Design, build and deploy customer feedback surveys for Healthcare customers, using online survey software platforms 

• Provide end-to-end insight into customer engagement through the synthesis of customer feedback and customer data signals  

• End to end program execution, stakeholder engagement, coordinating cross team activities including the survey process with businesses and markets to ensure high quality feedback from customers that can be used to improve Healthcare Customer satisfaction 

• Orchestrate the synthesis of relevant customer data to help improve the engagement with customers and their satisfaction with Philips 

• Ensuring the research program is compliant with Philips quality standards and processes 

 

You´re the right fit if: 

• Experienced in primary research and in particular with measuring customer satisfaction and driving continuous improvement actions collaboratively with other teams 

• Knowledge of digital marketing tools that can be used to enhance analysis and customer insight 

• Experienced in providing insights that help drive improved marketing engagement with B2B customers or within the Healthcare industry 

• Results driven with a strong analytical mindset and passion for increasing customer satisfaction 

• Strong attention to quality and attention to detail 

• Excellent communication skills and a collaborative, team-oriented mindset 

• Fluency in English 

How we work together
We believe that we are better together than apart. This role is an office-based position, which means working in-person at least 3 days per week.

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 the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

If you’re interested in this role an