Customer Experience Manager

Job Title:

Customer Experience Manager

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.

• 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.
• Bachelor’s or master’s degree in Design discipline, Computer Science Engineering or similar, or 6+ years of the above‑related experience in lieu of a degree.
• Strong communication, presentation, stakeholder management skills with ability to influence and collaborate across all levels of the organization.

Must be able to successfully perform the following minimum requirements with or without accommodation for this position.

The pay range for this position in WA is $129,000 to $205,000. Employees are eligible to participate in a comprehensive benefits program that includes PTO, 401(k) matching, HSA, stock purchase plan, education reimbursement, and more.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug‑free workplace. We are committed to fostering a culture where all are treated with respect and professionalism.