Job Title
Senior Manager - Customer Insights & Analytics
Job Description
In this role, you will provide actionable insights for marketing teams on how to improve the customer experience, engagement, and relationship with customers. You will oversee and drive the end-to-end customer feedback program, owning the customer relationship survey, and work as part of a cross-functional team, bringing insights into how to enhance customer relationships.
Your role:
1. Drive insights regarding the performance of Philips Healthcare's customer experience and engagement through tools such as Net Promoter Score, Customer Journey Insights, and Customer Pattern Analysis.
2. Design, build, and deploy customer feedback surveys for Healthcare customers using online survey software platforms.
3. Provide end-to-end insight into customer engagement by synthesizing customer feedback and data signals.
4. Manage the program execution, stakeholder engagement, and coordinate cross-team activities, including the survey process with businesses and markets to ensure high-quality feedback for improving healthcare customer satisfaction.
5. Orchestrate the synthesis of relevant customer data to improve engagement and satisfaction with Philips.
6. Ensure the research program complies with Philips quality standards and processes.
You’re the right fit if:
* You have experience in primary research, especially in measuring customer satisfaction and driving continuous improvement actions collaboratively with teams.
* You possess knowledge of digital marketing tools that enhance analysis and customer insight.
* You have experience providing insights that improve marketing engagement with B2B customers or within the healthcare industry.
* You are results-driven with a strong analytical mindset and passion for increasing customer satisfaction.
* You have strong attention to quality and detail.
* You possess excellent communication skills and a collaborative, team-oriented mindset.
* You are fluent in English.
How we work together
We believe we are better together. This is an office-based role requiring at least 3 days per week in person.
About Philips
We are a health technology company committed to accessible, quality healthcare for all. Join us in doing work that makes a difference.
* Learn more about our business
* Discover our history
* Learn about our purpose
If you meet many, but not all, of the qualifications, we encourage you to apply. You might be the right fit for this or other roles at Philips. Learn more about our impact-driven culture here.
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