Customer Experience Leader (Cambridge, MA or Nashville, TN)

Job Title

Job Description

The Customer Experience Leader develops strategy to progress customer experience and retention from pre to post sales, with all customer touch points in mind, based on in depth knowledge of industry best practices, insights from customer experience and retention analytics, and the strategies of NAR and Businesses.

Your role:

• Lead and develop strategies and initiatives to drive customer success, retention, and lifetime value while monitoring key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention, and implement initiatives to achieve targets.
• Partner closely with the NA Marketing team, Digital Center of Excellence and North America regional business marketers for alignment and support of execution of improvement initiatives.
• Drive the outside-in, customer-centric design of all customer touch points enabling customer retention using tools such as Journey Mapping, Maturity Matrices, Process Flow Diagrams, etc.
• Serve as the Customer Experience “thought leader” and Change Agent/catalyst to initiate needed culture change within in the organization.
• Measure and track delivery of ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.

You're the right fit if: 

• You have a Bachelor’s Degree in a related discipline. 
• You’ve acquired 10+ years of experience in customer facing environments with demonstrated successful relationship management with individuals of various backgrounds and organizational levels.
• Your skills must include excellent leadership, communication, and interpersonal skills with the ability to inspire and motivate teams and work with the Executive Team/C Suite, demonstrated ability to drive results in a fast-paced, dynamic environment, with a focus on continuous improvement and innovation. 
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.  
• You have a data-driven mindset with a deep understanding of customer success metrics and analytics and proven experience and ability working in a matrixed organization. 

How we work together 

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. 

This is an office role.   

About Philips 

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.  

• Learn more about our business.  

• Discover our rich and exciting history.  

• Learn more about our purpose.  

• Learn more about our commitment to diversity and inclusion. 

Philips Transparency Details 

The pay range for this position in Nashville, TN is $143,000 to $246,000.
The pay range for this position in Cambridge, MA is $160,000 to $275000.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.    

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  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.  Details about our benefits can be found here.   

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.  

Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Nashville TN OR Cambridge, MA.

#LI- FIELD 
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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.