Customer Experience Manager

Job TitleCustomer Experience Manager
Job Description
In this role, you have the opportunity to
take the lead designing customer focused solutions as well as defining the customer user experiences, all in collaboration with Philips leadership team and Customers, driving accountability and relevancy.
You are a part of
the Customer Service team and work closely with all of the members within Health Systems (Key Account Manager, Sales Managers, Marketing).
You are responsible for
Managing, with Customer Service as starting point, our Customer Experience journey contributing to the development and implementation of Customer Experience strategy and drive the related identified key initiatives in Nordic.
Representing the voice of the customer by bringing it into the Nordic organization (end-2-end), engaging and consulting with both internal and external stakeholders.
Establishing and driving a structured customer experience-focused approach and associated Service solutions/offerings throughout the entire lifecycle.
Maintaining related market intelligence, leveraging on customer insights and market trends
The identification of customer insights trends and needs (in-relation to customer experience) by consistently capturing their feedback and driving improvement programs with the relevant stakeholders in our organization.
In close dialogue with the local organization, driving the usage of the Customer Portal, including support of implementation/roll out, training of customers and implementation of new functionality/releases.
To succeed in this role, you should have the following skills and experience
Bachelor's degree
Proven track record in Customer Experience Management (2-5 years) and passion for customer??s satisfaction
Excellent communication and engagement skills
Strong project planning skills
Experience in working within a matrix structure, cross-functional team
Proven independent worker with good communication and influencing skills
Strong command of Microsoft Office Suite; One EMS, Salesforce.com
Willingness and ability to travel
Fluency in English and Swedish
Excellent customer and teamwork skills
In return, we offer you
A unique chance to continue to build consistent experience for our customers by ensuring that our service solutions and processes are created around their (our Customers) goals and needs.
Excellent networking opportunities and chances to develop your expertise by interacting with customers, Sales and Service team.
Why should you join Philips?
Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
If you forgot your password, you can click the Forgot Password button on the Sign In screen to reset it. In case of technical difficulties, please send an email to careersite@philips.com.
(Note: To ensure fairness and legal compliance in our recruitment processes, only technical issues will be monitored through the above inbox. Please do not submit resumes or applications to this email, as they will not be reviewed. Only applications received through the online application process will be considered.)

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