Consumer Care Experience Manager

Philips • Bothell, WA

12d • $110,000 - $177,000 • Onsite

About The Position

Consumer Care Experience Manager (Bothell, WA) Within the Oral Healthcare business, the Consumer Care Experience Manager represents the voice of the consumer in all phases of product development. As a member of the team, you will be responsible for translating powerful consumer insights into products and services that delight consumers and ensure that our portfolio of oral health solutions exceeds our consumers’ expectations. Your role: Dive into feedback from ratings and reviews, social media channels, and relationship management systems to uncover and evangelize the needs of consumers across the Philips Oral Healthcare categories. You will be part of an upstream innovation site, working with cross-functional teams on the shaping and development of current and future products. Ensures the requirements for consumer post purchase experience are incorporated and executed into user journeys, collaborating with central teams to deliver on global strategies and touchpoints. Developing project plans with data driven objectives and success criteria, aligning with critical partners, and reporting to stakeholders on progress at relevant intervals and milestones through written reports and verbal presentations. Independently planning, designing, executing, analyzing, and reporting consumer studies using both qualitative and quantitative methodologies. Developing the overall consumer test plans for the proposition and/or product development projects, including market research & content studies.

Requirements

• 2+ years of experience in managing consumer care communication tools of relevant high volume consumer products.
• Build and maintain strong relationships with relevant stakeholders across different levels within the organization.
• Bachelor’s or Master’s degree in (UX) Design, Interaction Design, Visual Design, Computer Science Engineering or equivalent.
• Knowledge of and experience with digital products and support of these and global/regional best practices.
• Extremely comfortable navigating and managing through ambiguity on a normal basis.
• Willing to travel up to 20% of your time.
• US work authorization is a precondition of employment.
• For this position, you must reside in or within commuting distance to Bothell, WA .

Responsibilities

• Dive into feedback from ratings and reviews, social media channels, and relationship management systems to uncover and evangelize the needs of consumers across the Philips Oral Healthcare categories.
• Work with cross-functional teams on the shaping and development of current and future products.
• Ensure the requirements for consumer post purchase experience are incorporated and executed into user journeys, collaborating with central teams to deliver on global strategies and touchpoints.
• Develop project plans with data driven objectives and success criteria, aligning with critical partners, and reporting to stakeholders on progress at relevant intervals and milestones through written reports and verbal presentations.
• Independently plan, design, execute, analyze, and report consumer studies using both qualitative and quantitative methodologies.
• Develop the overall consumer test plans for the proposition and/or product development projects, including market research & content studies.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees