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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.

You're the right fit if:

+ 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 .

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-based 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 (https://www.philips.com/a-w/about.html) .

+ Discover our rich and exciting history. (https://www.philips.com/a-w/about/our-history.html)

+ Learn more about our purpose. (https://www.philips.com/a-w/about/environmental-social-governance/our-purpose)

+ Learn more about our culture. (https://www.careers.philips.com/na/en/our-culture-philips-careers)

Philips Transparency Details

The pay range for this position in Nashville, TN is $95,000 to $152,000

The pay range for this position in Cambridge, MA is $106,000 to $170,000

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 (https://www.philipsusbenefits.com/) .

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 either Nashville, TN or Cambridge, MA.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran