Customer Experience Manager
At a glance
Manager-level Customer Success role at Philips. Bothell · full-time · $129,000–$205,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Plan consumer research from study design through success measures, then turn findings into recommendations for product and service decisions
- Identify consumer needs and experience gaps using feedback, ratings, reviews and measures across Philips and competitor products
- Work with global teams on consumer content, onboarding and support journeys that stay consistent across product touchpoints
- Set consumer benchmarks and launch-readiness plans, then coordinate stakeholders to deliver launches on schedule
- Improve working processes while balancing efficiency, innovation and medical-device compliance
What you bring
- At least two years managing consumer-care communication tools for high-volume products, including physical-product launches and lifecycle work
- A design, computer science, engineering or similar degree, or at least six years of related experience instead
- You understand product development and can use consumer insights to recommend experience and business improvements
- You bring strong communication, presentation and stakeholder skills, with experience working across digital products and global practices
Who this fits
This manager role suits someone who can turn consumer research into practical improvements and coordinate across teams. It is office-based, with in-person work at least three days per week. You must live in or within commuting distance of Bothell, have US work authorization without current or future visa sponsorship, and be able to perform the stated job requirements with or without accommodation. Relocation benefits are not provided.
From the employer
Job Title
Customer Experience ManagerJob Description
Your role:
- 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.
You're the right fit if:
- You have 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.
- Your skills include:
- 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.
- You have a bachelor’s or master’s degree in a Design discipline, Computer Science Engineering or similar, or 6+ years of the above-related experience in lieu of a degree.
- You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
- You have strong communication, presentation, and stakeholder management skills with the ability to influence and collaborate across all levels of the organization.
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 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.
- Discover our rich and exciting history.
- Learn more about our purpose.
- Learn more about our culture.
Philips Transparency Details
The pay range for this position in WA is 129,000 to $205,000.
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.
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 Bothell, WA.
#PersonalHealth
This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.
Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
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