Customer Experience Analyst (Nashville, TN or Cambridge, MA)

Company: Philips Iberica SAU
Location: Boston
Posted on: May 20, 2025

Job Description:

Job TitleCustomer Experience Analyst (Nashville, TN or Cambridge, MA)Job DescriptionThe Customer Experience Analyst generates insights from deep analysis of quantitative and qualitative data from a variety of sources to provide thoughtful and relevant customer experience recommendations to Philips NAR (North America Region) and related businesses.

Your role:

• Act as a project leader owning the research and problem solving with NAR, business leaders and team peers to address unique questions regarding customer experience and retention.
• Integrate the best sources of data, supervise data mining and alignment across multiple platforms including Medalia, SAP, Siebel, Excel, and Salesforce. Where data is not available, the role will also create alternative scenarios to increase market visibility.
• Effectively make the case for business decisions using data visualization products such as PowerBI, Qlik, Tableau and PowerPoint. Make presentations that include recommendations on NAR and Business investment using data-driven insights, summary analysis of news and trends, and comprehensive review of purchasing personas and behaviors as it relates to customer retention.
• Define and manage dashboarding for NAR, report and manage advanced big data, and AI enabled analytics for Region stakeholders as it relates to customer experience and retention.
• Proactively suggest and advocate for new digital features and functionality to support higher customer experience and retention rates across the E2E decision journey based on analysis of data.
  You're the right fit if:
  • You have a Bachelor's Degree and/or equivalent education/experience. Master's degree preferred.
  • You've acquired 5+ years of analytical and/or publishing experience on the US health care market including a deep understanding of how providers interface with technology in the areas of clinical operations, population health management and virtual care delivery.
  • Your skills include deep experience working with data and cloud infrastructures, storytelling and presentation development skills, and experience working with a CRM.
  • You are a self-starter with excellent customer service, collaboration, and project management skills.
  • You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this .
    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-based role.
    
    About PhilipsWe 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.
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    • Learn more about Philips Transparency DetailsThe pay range for this position in Nashville, TN is $87,000 to $140,000The pay range for this position in Cambridge, MA is $98,000 to $157,000The 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 .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 InformationUS 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 or Cambridge, MA.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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Keywords: Philips Iberica SAU, Plymouth , Customer Experience Analyst (Nashville, TN or Cambridge, MA), Professions , Boston, Massachusetts