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NPS Insights Manager PH

Job Description

In this role, you have the opportunity to

Enable Philips to live up to its commitment of always putting customers first. As NPS Insights Manager within the Voice of the Consumer Squad part of Digital Marketing and eCommerce, you will be instrumental in driving consumer-centricity as a way of working globally and at all levels of the business. Together with the VoC Product Owner and the VoC Squad, you will do this by defining and executing the strategic roadmap, build and deploy technology and tools, processes and drive positive change in our internal culture.

This is a global role. The role will require good stakeholder mgmt. skills and an entrepreneur mindset. You will be in constant contact will functions ranging from, (digital) marketing & ecommerce, consumer care, businesses markets to help them create and market better products and offer better experiences based on actual consumer feedback. You will help them get best use of existing capabilities or create business cases and unlock new possibilities. You will have extensive exposure to how our company operates across all these domains.

You are responsible for

  • Be part of an Agile Squad. The members of the Squad work very closely together to define the how and execute on the vision set by the Product Owner. Each squad member has a different background and area of expertise. Yours will be in the area of NPS/consumer insights.

  • Lead the Philips Personal Health NPS measurement program across countries including target setting for central functions and markets.

  • Act as the subject matter expert in this space globally;

  • Drive improvements in the measurement and dashboards based upon new or changing consumer processes and journeys as well as user requirements.

  • Actively drive insight creation and supporting the business owners /users pro-actively to use NPS and VOC data in their prioriziaton and business decision making

  • Take the existing program to the next level by capitalizing upon new technologies and developing new solutions.

  • Collaborate with the product owner and the rest of the squad in other areas as well, including driving consumer experience based on R&R (rating and reviews) insights, social listening, etc

You are a part of

The Voice of the Consumer Squad part of the Consumer Engagement and Care Tribe within Digital Marketing and eCommerce Global organization. The Squad applies Agile principles and works together to jointly deliver on the entire scope: Net Promoter Score, Ratings and Reviews, Social Listening, etc.

To succeed in this role, you should have the following skills and experience

  • 5-8 years’ experience in working with NPS measurements and turning consumer feedback into actionable insights;

  • 3 years’ experience in driving consumer centricity (strategy, tools, processes, culture) within large, complex organizations

  • Experience with managing internal and external stakeholders, seniority.

  • Good analytical skills, able to turn complex, incomplete data into tangible call to action

  • Eager to represent the voice of consumers strongly throughout the organization.

  • Huge drive for results and improvements.

  • Continuous improvement/Lean experience.

  • Agile experience preferred but not a must.

In return, we offer you

We believe: We’re strong only when you are We understand that work is only one part of your life. It’s why we offer a variety of innovative benefits and health programs to help keep you strong mentally and physically as you perform at work, and at home

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 2.5 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. Learn more by watching this video.

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.


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