Customer Experience Analyst

Job Title

Job Description

Do you like to transform complex data into clear and impactful narratives As part of the Philips Healthcare North America Region Strategy & Growth team the Customer Experience Data Analyst serves as a strategic analytics partner turning complex healthcare customer dataprimarily unstructured survey verbatim feedbackinto clear actionable customer intelligence. This role leverages advanced analytics and AI-enabled text analysis to transform large-scale Voice-of-Customer data enabling the shift from manual feedback review to scalable insight-driven action. The work directly supports account retention operational improvement and executive decision-making across B2B healthcare customers.

Your role:

• As the agentic AI verbatim analytics subject matter expert you will partner with Customer Experience leadership Data Strategy and Analytics Service Operations Product and Commercial teams to embed customer feedback insights across the end-to-end customer journey.

• Drive the effective evolution of the AI-based platform to analyze unstructured verbatim data including theme extraction sentiment analysis and trend identification. Validate and interpret AI outputs for business impact with a focus on open-ended survey feedback journey mapping and root-cause analysis.

• Combine verbatim insights with structured CX CRM and transactional data to develop holistic customer experience intelligence that supports prioritization and action. Translate findings into actionable reporting and analytics that inform decision-making.

• Assist with design of dashboardsusing Databricks & Power BIthat turn complex data into clear decision-ready insights for CX leaders and cross-functional stakeholders. Present findings through concise narratives and visualizations effectively communicating methods and implications to both technical and non-technical audiences including senior leaders.

• Work with business partners to convert insights into process improvements capability enhancements and measurable CX outcomes. Handle sensitive customer and healthcare-related information responsibly ensuring alignment with data privacy security and regulatory requirements.

Youre the right fit if:

• You have a Bachelors degree in Data Analytics Data Science Market Research Business Intelligence or a related field. Masters degree preferred.

• Youve acquired 5 years of experience in analytics roles preferably with direct exposure to qualitative data.

• You have demonstrated handson experience analyzing unstructured or textbased data such as openended survey responses customer comments or feedback transcripts.

• Your skills include strong proficiency with Power BI Databricks and Excel for analysis visualization and storytelling.

• You have experience translating analytic findings into clear business insights and recommendations.

• You have proven ability to work crossfunctionally and engage stakeholders to drive action from data.

• You must be able to successfully perform the following minimum Physical Cognitive and Environmental job requirements with or without accommodation for this position.

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 companys facilities.
Field roles are most effectively done outside of the companys main facilities generally at the customers or suppliers locations.

This is an office-based role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters and we wont 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 Nashville TN is $98000 to $156000.

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 either Nashville TN.

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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.