Customer Experience Manager

Philips•Bothell, WA

1d•$129,000 - $205,000•Hybrid

About The Position

Leading end-to-end consumer research and insights initiatives, developing project plans, test strategies, and success criteria that align with business objectives. Using qualitative and quantitative research to generate data-driven recommendations that influence product, service, and experience decisions. Acting as the voice of the consumer by identifying customer needs, pain points, behaviors, and experience gaps across Philips and competitor products. Leveraging customer feedback, ratings, reviews, and experience metrics to improve satisfaction and drive better outcomes. Partnering closely with cross-functional, global, and agile teams to develop consumer-facing content, onboarding experiences, and support journeys. Ensuring a seamless, consistent customer experience across all touchpoints throughout the product lifecycle. Driving successful product and service launches by establishing key benchmarks, consumer targets, and launch-readiness plans. Coordinating with stakeholders across the organization to ensure on-time execution and delivery of a best-in-class customer experience. Championing continuous improvement by challenging existing processes and implementing more efficient, standardized ways of working. Balancing innovation, operational excellence, and compliance with medical device standards to support sustainable business success.

Requirements

2+ years of experience managing consumer care communication tools for high-volume consumer products, including supporting the development, launch, and lifecycle management of physical products
An understanding of the product development lifecycle
A consumer-focused mindset with the ability to translate insights into recommendations that improve customer experience and business outcomes
Experience with digital products, global best practices, and navigating ambiguity in fast-paced, evolving environment
A bachelor’s or master’s degree in a Design discipline, Computer Science Engineering or similar, or 6+ years of the above-related experience in lieu of a degree
Strong communication, presentation, and stakeholder management skills with the ability to influence and collaborate across all levels of the organization
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position

Responsibilities

Leading end-to-end consumer research and insights initiatives
Developing project plans, test strategies, and success criteria that align with business objectives
Using qualitative and quantitative research to generate data-driven recommendations that influence product, service, and experience decisions
Acting as the voice of the consumer by identifying customer needs, pain points, behaviors, and experience gaps across Philips and competitor products
Leveraging customer feedback, ratings, reviews, and experience metrics to improve satisfaction and drive better outcomes
Partnering closely with cross-functional, global, and agile teams to develop consumer-facing content, onboarding experiences, and support journeys
Ensuring a seamless, consistent customer experience across all touchpoints throughout the product lifecycle
Driving successful product and service launches by establishing key benchmarks, consumer targets, and launch-readiness plans
Coordinating with stakeholders across the organization to ensure on-time execution and delivery of a best-in-class customer experience
Championing continuous improvement by challenging existing processes and implementing more efficient, standardized ways of working
Balancing innovation, operational excellence, and compliance with medical device standards to support sustainable business success