Customer Experience Analyst

## Customer Experience Analyst Apply locations:
Nashville, Tennessee, United Statestime type:
Full time posted on:
Posted Todayjob requisition :
582229### Job Title Customer Experience Analyst###

Job Description Do you like to transform complex data into clear and impactful narratives? As part of the Philips Healthcare North America Region Strategy & Growth team, the Customer Experience Data Analyst serves as a strategic analytics partner, turning complex healthcare customer data—primarily unstructured survey verbatim feedback—into clear, actionable customer intelligence. This role leverages advanced analytics and AI-enabled text analysis to transform large-scale Voice-of-Customer data, enabling the shift from manual feedback review to scalable, insight-driven action.

The work directly supports account retention, operational improvement, and executive decision-making across B2B healthcare customers.
** Your role:
*** As the agentic AI verbatim analytics subject matter expert, you will partner with Customer Experience leadership, Data Strategy and Analytics, Service Operations, Product, and Commercial teams to embed customer feedback insights across the end-to-end customer journey.
* Drive the effective evolution of the AI-based platform to analyze unstructured verbatim data, including theme extraction, sentiment analysis, and trend identification. Validate and interpret AI outputs for business impact, with a focus on open-ended survey feedback, journey mapping, and root-cause analysis.
* Combine verbatim insights with structured CX, CRM, and transactional data to develop holistic customer experience intelligence that supports prioritization and action. Translate findings into actionable reporting and analytics that inform decision-making.
* Assist with design of dashboards—using Databricks & Power BI—that turn complex data into clear, decision-ready insights for CX leaders and cross-functional stakeholders. Present findings through concise narratives and visualizations, effectively communicating methods and implications to both technical and non-technical audiences, including senior leaders.
* Work with business partners to convert insights into process improvements, capability enhancements, and measurable CX outcomes. Handle sensitive customer and healthcare-related information responsibly, ensuring alignment with data privacy, security, and regulatory requirements.
** You're the right fit if:
*** You have a Bachelor's degree in Data Analytics, Data Science, Market Research, Business Intelligence, or a related field. Master's degree preferred.
* You’ve acquired 5+ years of experience in analytics roles, preferably with direct exposure to qualitative data.
* You have demonstrated hands‐on experience analyzing unstructured or text‐based data, such as open‐ended survey responses, customer comments, or feedback transcripts.
* Your skills include strong proficiency with Power BI, Databricks and Excel for analysis, visualization, and storytelling.
* You have experience translating analytic findings into clear business insights and recommendations.
* You have proven ability to work cross‐functionally and engage stakeholders to drive action from data.
* 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.
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