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Originele vacaturetekst

Senior Experience Lead Customer Experience

Job Description

In this role, you have the opportunity to

Build and drive innovative strategies which deepen customer understanding, respond to changing customer expectations, capitalize on new opportunities, and deliver world class customer experiences. You will lead the creative direction on program level and orchestrate solutions and experiences across customer journeys. Based on direct customer interaction you provide design thought leadership to senior business leaders, aligning stakeholders across functions to maximize design impact. As Senior Experience Lead you lead a multi-disciplinary creative team and manages for team performance and development without formal people management responsibilities. You will drive consistency and standardization through our Design Language System and enable all our colleagues to deliver a personal and effortless experience that delivers the value our customers expect. An experience that is exactly right for them – whether they’re individual consumers or large hospitals. In this role the Senior Experience Lead will be closely linked to the overall Philips Customer Experience program and the design teams working with our market organizations and businesses. In summary a very exciting role, bridging global and local Customer Experience opportunities, ensuring we always put the customer first.

You are responsible for

  • Scope, setup and run multidisciplinary Customer Experience projects. Team-up in multidisciplinary, agile teams and drive for team performance and development. Initiate, setup and run workshops & ideation sessions to solve customer problems

  • Ensure our customer experience team collaborates across businesses and markets, consistently driving for improvement to enable delivery of great customer experience across stages, channels & touchpoints in customer journeys globally

  • Influence the evolution of how Philips provides end-to-end customer experiences by providing an informed customer perspective to the internal partners based on your, and the team’s customer interactions, experiences, feedback, and input

  • Shaping and driving a data analytics workstream which puts the customer’s experience and performance first

  • Be a partner in defining and running a governance structure to manage and supervise the overall program

  • Define and optimize our processes, methodologies, tools, and workflows to enable our customer experience strategy

  • Serve as a customer experience champion and senior leader in the organization and a direct access and feedback channel to Philips executives relative to customer accounts. This involves partnering closely with different organizations including the Philips market teams, the businesses, IT, and our Services and Solutions Delivery teams

  • Identify internal obstacles and blockers which inhibit us from delivering the best customer experience. Influence, and land customer experience improvements, including removing roadblocks and red tape

You are a part of

Philips Design, established in 1925, and one of the longest-established design organizations in the world. It has studios across the globe – in Amsterdam, Bangalore, Cambridge (US), Eindhoven, Pittsburgh, Seattle, Shanghai and Singapore – and a creative force of over 450 professionals. We create the future identity for the portfolio and execute this through projects, guidelines and final design specifications. If you are curious to read more about the Philips Design organization, click on the following link:

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

  • Bachelor’s degree with > 5-10 years of related experience or Master’s degree in a relevant field or equivalent and 3+ years management experience

  • Creative leadership in the field of CX Design, UX Design or Service Design

  • Expertise using data and analytics - customer satisfaction scores, web/mobile analytics, NPS/NES

  • Knowledgeable about emerging and innovative insights and analytics techniques, tools and platforms including data science, social media analytics, AI applications, enterprise digitization and knowledge management

  • Builds Effective Teams, drives Engagement and Purpose

  • Experience working across a global organization from marketing, sales (field/inside sales), field engineering, customer care, global service and support operations, field service

  • Experience in medical equipment or healthcare industry

  • Ability to foster client and partner relationships, successfully deliver project outcomes, and manage the demands of internal and external customer expectations and project team needs

  • Experience and comfort working with a team on partially defined problems, and helping partners and team members determine the direction and approach a project will take

  • Excellent interpersonal skills and an expert-level ability to communicate effectively at all levels of the organization as well as externally

  • Strong project management skills, including using agile project management strategies to organize, initiate and complete sprints in a scrum approach, being able to break down larger projects into smaller tasks and defining objectives and key results.

  • Very good English language skills in speaking and writing

In return, we offer you

A path towards your most rewarding career. In Philips Design we always believe in the transformational power of Design in making our world healthier and more sustainable. We are an integral and valuable part of the organisation and its long heritage. Succeeding in this role in a complex environment will open many doors for your long term career, within Philips Design, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

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. Life at Philips is an opportunity for personal and professional growth. And a journey into the unexpected; our people often experience moments when their lives and careers come together in meaningful ways.

In addition to being purpose-driven, we deeply believe in equality and that our people should be a reflection of the society and countries in which we operate. So we value our people in all aspects of diversity, whether generational, gender, experience, ethnicity, race, sexual orientation, ability, nationality, or other aspects. We believe that a flexible and inclusive culture invites a full spectrum of ideas, opinions, and experiences, and strive to create it wherever possible.

To find out more about what it is 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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