Customer Experience Analyst

Philips•Nashville, TN

2d•$98,000 - $156,000•Onsite

About The Position

As part of the Philips Healthcare North America Region Strategy & Growth team, the Customer Experience Data Analyst serves as a strategic analytics partner, turning complex healthcare customer data—primarily unstructured survey verbatim feedback—into clear, actionable customer intelligence. This role leverages advanced analytics and AI-enabled text analysis to transform large-scale Voice-of-Customer data, enabling the shift from manual feedback review to scalable, insight-driven action. The work directly supports account retention, operational improvement, and executive decision-making across B2B healthcare customers. As the agentic AI verbatim analytics subject matter expert, you will partner with Customer Experience leadership, Data Strategy and Analytics, Service Operations, Product, and Commercial teams to embed customer feedback insights across the end-to-end customer journey. Drive the effective evolution of the AI-based platform to analyze unstructured verbatim data, including theme extraction, sentiment analysis, and trend identification. Validate and interpret AI outputs for business impact, with a focus on open-ended survey feedback, journey mapping, and root-cause analysis. Combine verbatim insights with structured CX, CRM, and transactional data to develop holistic customer experience intelligence that supports prioritization and action. Translate findings into actionable reporting and analytics that inform decision-making. Assist with design of dashboards—using Databricks & Power BI—that turn complex data into clear, decision-ready insights for CX leaders and cross-functional stakeholders. Present findings through concise narratives and visualizations, effectively communicating methods and implications to both technical and non-technical audiences, including senior leaders. Work with business partners to convert insights into process improvements, capability enhancements, and measurable CX outcomes. Handle sensitive customer and healthcare-related information responsibly, ensuring alignment with data privacy, security, and regulatory requirements.

Requirements

Bachelor's degree in Data Analytics, Data Science, Market Research, Business Intelligence, or a related field.
5+ years of experience in analytics roles, preferably with direct exposure to qualitative data.
Demonstrated hands‑on experience analyzing unstructured or text‑based data, such as open‑ended survey responses, customer comments, or feedback transcripts.
Strong proficiency with Power BI, Databricks and Excel for analysis, visualization, and storytelling.
Experience translating analytic findings into clear business insights and recommendations.
Proven ability to work cross‑functionally and engage stakeholders to drive action from data.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Nice To Haves

Master's degree preferred.

Responsibilities

Drive the effective evolution of the AI-based platform to analyze unstructured verbatim data, including theme extraction, sentiment analysis, and trend identification.
Validate and interpret AI outputs for business impact, with a focus on open-ended survey feedback, journey mapping, and root-cause analysis.
Combine verbatim insights with structured CX, CRM, and transactional data to develop holistic customer experience intelligence that supports prioritization and action.
Translate findings into actionable reporting and analytics that inform decision-making.
Assist with design of dashboards—using Databricks & Power BI—that turn complex data into clear, decision-ready insights for CX leaders and cross-functional stakeholders.
Present findings through concise narratives and visualizations, effectively communicating methods and implications to both technical and non-technical audiences, including senior leaders.
Work with business partners to convert insights into process improvements, capability enhancements, and measurable CX outcomes.
Handle sensitive customer and healthcare-related information responsibly, ensuring alignment with data privacy, security, and regulatory requirements.