Services BPE - Customer Service Intellectual Property

Job Title

Services BPE – Customer Service Intellectual Property

In this role, you will make an impact by driving standardization and governance of CSIP (Customer Service Intellectual Property) knowledge as structured, compliant, and reusable assets, enabling scalable service delivery and AI-ready consumption. Strengthening CSIP as a robust, compliant, and scalable enterprise capability, reducing key-person dependency, ensuring consistent regulatory adherence, and enabling sustainable governance across global operations.

Define and standardize CSIP policies, controls, and lifecycle processes, ensuring consistent interpretation across BUs and regions.

Ensure compliance with EU Data Act and other applicable regulatory frameworks, embedding regulatory requirements into operational processes.

Drive QMS-aligned implementation of CSIP controls, ensuring auditability, traceability, and regulatory readiness.

Set up and lead governance structures (e.g., DRGs, CoPs) to enable decision-making, escalation, and alignment.

Collaborate with Service, Q&R, Legal, IT, and Operations to ensure compliant execution and risk mitigation.

Support litigation and regulatory activities by ensuring structured, reliable CSIP controls and documentation.

Define and track KPIs for compliance, process adherence, and control effectiveness, enabling continuous improvement.

Drive organisational clarity on roles, responsibilities, and accountability within CSIP processes.

Act as a change leader, building awareness and adoption of CSIP standards across the organization.

• 7+ years of experience in CSIP, compliance, or service process governance within regulated environments.
• Strong expertise in regulatory frameworks (including EU Data Act), QMS, and audit/compliance processes.
• Proven experience in standardizing and governing complex cross-functional processes at scale.
• Ability to manage and mitigate compliance risks, including legal and regulatory exposure.
• Strong stakeholder alignment skills across Legal, Q&R, Service, and Operations.
• Experience supporting audit readiness, litigation, or regulatory response activities.
• Ability to translate regulatory requirements into implementable operational controls.
• Strong communication and change management skills to drive organisational adoption.

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

For US applicants only:
Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.  to review "EEO Is The Law and Supplement" Poster.  to review the Pay Transparency Nondiscrimination Statement. 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 , option 5, for assistance.