Customer Experience Data Analyst (Nashville, TN or Cambridge, MA)

Philips • Nashville, TN

9d • $95,000 - $170,000 • Onsite

About The Position

As part of Philips Healthcare North America Region Growth & Strategy team, the Customer Experience Analyst is a strategic partner who transforms complex healthcare data—including unstructured, verbatim feedback—into actionable insights. By leveraging advanced analytics, AI, and digital tools, you will collaborate across teams to drive continuous improvement in B2B customer experience, supporting innovation and operational excellence. Your role: Collaborate cross-functionally: Work closely with Marketing Insights and Data Analytics team, product, marketing, clinical, and operations teams to implement data-driven improvements across the customer journey. Lead Voice-of-Customer (VOC) programs: Manage VOC initiatives, contribute to journey mapping, and generate real-time analytics to identify pain points and opportunities for improvement. Harness advanced analytics and AI: Use AI, automation, and digital tools (with a strong emphasis on Power BI, Excel, as well as Qlik and PowerPoint) to analyze both structured and unstructured data, including open-ended survey responses and customer comments, extracting themes, sentiment, and friction points to inform actionable planning. Create real-time customer journey insights and analytics: Support efforts to enhance and maintain dynamic, data-driven views of customer interactions, enabling proactive decision-making and continuous improvement across the program. Drive change management and continuous improvement: Lead or support initiatives to implement new digital features, process enhancements, and best practices that elevate the customer experience. Present complex findings: Communicate insights and recommendations to stakeholders at all levels using compelling data visualizations and clear, actionable narratives. Ensure compliance: Adhere to healthcare regulations and best practices in data privacy and security.

Requirements

• You have a bachelor’s degree in Market Research, Data Analysis, Digital Marketing, Business Intelligence, or a related field (master’s degree a plus).
• You bring 5+ years of analytical experience incorporating customer CRM and transactional data, with a deep understanding of how providers interface with technology in clinical operations and care delivery.
• You have hands-on expertise in advanced analytics, AI, automation, and digitalization projects, with a strong emphasis on Power BI, Azure Databricks, Excel.
• Your skills include deep experience working with data and cloud infrastructures, storytelling and presentation development skills, experience working with a CRM, you have an entrepreneurial mindset as a proactive change agent, passionate about continuous improvement and customer-centric innovation.
• You excel at cross-functional collaboration, stakeholder engagement, and possess strong skills in creatively communicating complex insights to diverse audiences up to C-Suite level.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position .

Responsibilities

• Collaborate cross-functionally: Work closely with Marketing Insights and Data Analytics team, product, marketing, clinical, and operations teams to implement data-driven improvements across the customer journey.
• Lead Voice-of-Customer (VOC) programs: Manage VOC initiatives, contribute to journey mapping, and generate real-time analytics to identify pain points and opportunities for improvement.
• Harness advanced analytics and AI: Use AI, automation, and digital tools (with a strong emphasis on Power BI, Excel, as well as Qlik and PowerPoint) to analyze both structured and unstructured data, including open-ended survey responses and customer comments, extracting themes, sentiment, and friction points to inform actionable planning.
• Create real-time customer journey insights and analytics: Support efforts to enhance and maintain dynamic, data-driven views of customer interactions, enabling proactive decision-making and continuous improvement across the program.
• Drive change management and continuous improvement: Lead or support initiatives to implement new digital features, process enhancements, and best practices that elevate the customer experience.
• Present complex findings: Communicate insights and recommendations to stakeholders at all levels using compelling data visualizations and clear, actionable narratives.
• Ensure compliance: Adhere to healthcare regulations and best practices in data privacy and security.

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: Mid Level
• Number of Employees: 5,001-10,000 employees