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Originele vacaturetekst

Business Process Expert Telephony and Interaction Centers

Job Description

The role of Business Process Expert (BPE) ‘Telephony and Interaction Centers’ is part of the Service Capability Design Team, which scope includes all Philips Business Systems elements for Service Delivery related activities that are involved in delivering quality services to customers. These activities include everything from a customer’s request for support, information, parts, consumables, technical/service, through to invoicing of a customer, so full end to end service operations, and associated processes.

If you have been leading customer interaction centers and have been optimizing business processes in areas of telephony, chat and social media, this role may be a good fit for you! If you have experience in performance management, lean, six sigma or similar methodologies, then the match would be a little stronger.

You are responsible for

  • Being a Philips Business Process Expert responsible to define and realize opportunities in customer interaction processes using telephony-, chat- and social media in areas like:

    • Case / Ticket management processes

    • Parts/consumables purchasing processes

    • Providing order and case updates

    • Measuring and monitoring process of customer interactions

  • ‘Translating’ these opportunities in business cases, requirements, features and user stories

  • ‘Translation’ of these opportunities in business cases, requirements, features and user stories

  • Define self-service opportunities

  • Ensure seamless integration of the solution with the back-end processes

  • Validating and testing the solution

  • Call flow and IVR alignment/harmonization/standardization

  • Define and realize opportunities in the measuring and monitoring process of customer interactions

  • Assembling and leading global Design Reference Groups consisting of subject matter experts, fellow BPEs, Business Units and representatives from business units and marketing

  • Interacting with teams within Philips working on other omnichannel solutions to ensure a seamless customer experience

You are part of:

We are an exciting international team, with overall process responsibility in the service delivery domain in all its facets. This team contributes to one of the largest programs in Philips providing best in class processes, systems and other Philips Business Systems elements for areas that have been identified as differentiators in delivering first class customer service as well as meeting all the quality and regulatory standards.

Our offer

Philips is a leading health technology company focused on improving people’s health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. Philips leverages advanced technology and deep clinical and consumer insights to deliver integrated solutions. The company is a leader in diagnostic imaging, image-guided therapy, patient monitoring and health informatics, as well as in consumer health and home care. News about Philips can be found at

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

  • Minimum Bachelor’s degree in a science or related field preferred

  • Excellent (English) communication and requirements gathering skills both written and verbal

  • Experience in managing large(r) scale customer interaction centers (voice, chat, mail etc)

    • Experience in implementation of processes using (Chat) bot, social media solutions and integration of communication channels with CRM platforms (e.g SalesForce)

    • Experience in implementation of telephony solutions (Genesys is a plus)

  • Healthcare Sector (or other regulated industry) / capital goods and service industry or cross-sector project management experience highly preferred

  • At least 7 years of experience working in areas of;

    • Service operations

    • Customer interaction centers

    • Process Management/Improvement

  • Additional continuous improvement discipline certifications (e.g. Lean, Six Sigma) desired

In return, we offer you

The opportunity to personally contribute to Philips achievement of growth objectives an ambition in the area of health technology. Excellent career development in a promising industry.

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. 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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