Customer Experience Manager

Philips International; Bothell, Northern (WA, KY); Hybrid; USD 129,000 - 205,000; Full time

Benefits offered by this job

PTO

401k with company match

Stock purchase program

Education reimbursement

HSA with company contribution

Job summary

Philips in Bothell, WA is seeking a Customer Experience Manager to lead consumer research, identify needs, and translate insights into product and service improvements. You will partner with agile teams to craft onboarding experiences and support journeys, ensuring a consistent customer experience across touchpoints.

The role requires strong communication and stakeholder management. This office-based role focuses on delivering best-in-class customer experiences and requires presence in Philips

Qualifications

• Experience managing consumer care tools for high‑volume products.
• Ability to translate insights into actionable recommendations.
• Experience with digital product development and cross‑functional teams.
• Bachelor's or Master's in Design/CS or 6+ years of related experience.

Responsibilities

• Lead end-to-end consumer research and insights initiatives.
• Develop project plans, test strategies, and success criteria aligned with business objectives.
• Collaborate with cross-functional, global, agile teams.
• Drive seamless customer experiences across product lifecycles.
• Champion continuous improvement and comply with medical device standards.

Skills

Consumer care communications tools

Product development lifecycle

Consumer-centric mindset

Digital products ambiguity navigation

Stakeholder management & communication

Education

Bachelor's or Master’s in Design/CS or equivalent

Job description

### Job TitleCustomer Experience Manager### Job Description**Your role:*** Leading end-to-end consumer research and insights initiatives, developing project plans, test strategies, and success criteria that align with business objectives. Using qualitative and quantitative research to generate data-driven recommendations that influence product, service, and experience decisions.* Acting as the voice of the consumer by identifying customer needs, pain points, behaviors, and experience gaps across Philips and competitor products. Leveraging customer feedback, ratings, reviews, and experience metrics to improve satisfaction and drive better outcomes.* Partnering closely with cross-functional, global, and agile teams to develop consumer-facing content, onboarding experiences, and support journeys. Ensuring a seamless, consistent customer experience across all touchpoints throughout the product lifecycle.* Driving successful product and service launches by establishing key benchmarks, consumer targets, and launch-readiness plans. Coordinating with stakeholders across the organization to ensure on-time execution and delivery of a best-in-class customer experience.* Championing continuous improvement by challenging existing processes and implementing more efficient, standardized ways of working. Balancing innovation, operational excellence, and compliance with medical device standards to support sustainable business success.**You're the right fit if:*** You have 2+ years of experience managing consumer care communication tools for high-volume consumer products, including supporting the development, launch, and lifecycle management of physical products.* Your skills include: + An understanding of the product development lifecycle. + A consumer-focused mindset with the ability to translate insights into recommendations that improve customer experience and business outcomes. + Experience with digital products, global best practices, and navigating ambiguity in fast-paced, evolving environment.* You have a bachelor’s or master’s degree in a Design discipline, Computer Science Engineering or similar, or 6+ years of the above-related experience in lieu of a degree.* You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.* You have strong communication, presentation, and stakeholder management skills with the ability to influence and collaborate across all levels of the organization.**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 4 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 role.**About Philips**We 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.* 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 WA is 129,000 to $205,000.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 **Bothell, WA.**