Senior Director Customer Experience

We simplify healthcare by focusing on the people in the care cycle - patients and care providers. Through combining human insights and clinical expertise, we aim to improve patient outcomes while lowering the burden on the healthcare system. Philips delivers advanced solutions for both health professionals, to meet the needs of patients, and empowered consumers for affordable healthcare whether in hospital or at home.Some product highlights: 256-slice Brilliance iCT scanner, Integrated cath lab, Avalon FM 20 & FM 30 fetal monitors, Ambient Experience MR and CT systems, Philips Lifeline's personal emergency alert service. This group needs to be able to balance the needs of the businesses across the sector as well as demands from global marketing, and to coordinate activity with Area Marketing Officers per country (17) with regard to NPS and Customer Experience. Your Responsibilities: Design, execute, analyze and communicate customer research and feedbackTrack and report customer advocacy metrics across the organizationRecommend initiatives to geography, product and operations heads to drive customer advocacy through enhanced experienceDesign and enforce corporate-wide advocacy policiesResponsible for specific marketing sciences, analytic and customer insight capabilities, to include:External customer behavior insight through various methods such as studies, focus groups, customer councils and analytical modeling, such as: Financial - customer value and relationship profitability Descriptive - customer segmentation at strategic and tactical levels Predictive - operational improvements (customer satisfaction) and behavioral forecasting (customer loyalty) Attitudinal insight for segmentation - primary research, qualitative and quantitativeProgram management for global customer experience (includes all key markets and modalities): Measuring and analyzing customer loyalty via global quantitative study utilizing the Net Promoter Score as a primary measure to enable driving strategy changes and relationship level improvement initiative. Measuring and analyzing the product experience via global quantitative study utilizing the Net Promoter Score as a primary measure at the product level and encompassing all key elements of the product from the customer perspective in support of driving product improvements (such as reliability), downstream validation of the value proposition house, and product position in the market. Measuring and analyzing the patient experience via various research methods. Measuring customer satisfaction and driving operational improvements for Global Sales and Service North American Service leadership team and the Global Sales and Service International Service leadership team (includes measures for people & processes) - Initial Quality (IQ) measuring project management and installation experience Continuing Quality (CQ) measuring field service events Customer Care (Tier one and RTAC) measuring call center experience Clinical Education measuring onsite applications experienceCustomer council creation, facilitation, and management to provide strategic and management insight for the leadership team of Philips Medical.Participation in Royal Philips Global Marketing Management initiatives such as Marketing Planning and cross-PD projects.Ownership of the Philips Healthcare level Process Survey Tool (PST) for Marketing and Sales to include improvement of the tool, annual audit, and reporting.Global vendor relationship management for quantitative and qualitative delivery of customer insights.Web reporting and customer insights database management.Internal consultative business support.Competitive benchmarking through external studies and other research.Marketing representative on privacy council, a customer and legal council regarding personal privacy approaches. Your Profile: Must have demonstrated customer focus and be a true believer in the value of an excellent customer experience.An ability to communicate effectively with executive management, marketers and analytic team members, including being an effective public speaker and facilitator.Broad understanding of business needs, strategy planning, and change management.Must be able to interface across multiple disciplines within a matrixed organization and achieve results.Requires the ability to handle multiple projects simultaneously and effectively meet deadlines.At least 7 years experience in the application of customer feedback and quantitative/qualitative methods applied to solving marketing / business problems using the voice of the customer. Knowledge of key analytic techniques, processes, and tools to turn data into insight about customer behavior and marketing application in a B2B environment.A demonstrated ability to interpret and translate results into implications and knowledge.A strong cross-functional and process orientation to translate customer information into repeatable and scaleable processes to drive improvements in the business and strategic insights.A demonstrated consultative selling ability of new ideas and how analytics/customer insight can be applied to solving marketing and business problems; able to probe and ask insightful questions about business/marketing objectives from which to uncover underlying problems and opportunities that are on the executive agenda. Sigma certification required (Green Belt minimum) Contacts: Philips Notes Philips is an equal opportunity employer.Eligible for an employee referral bonus of 7,500 Simplicity Rewards points. 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