Job Title
Customer Experience Analyst
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 data-primarily unstructured survey verbatim feedback-into 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 dashboards-using Databricks & Power BI-that 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.
You're the right fit if:
You have a Bachelor's degree in Data Analytics, Data Science, Market Research, Business Intelligence, or a related field. Master's degree preferred.
You've acquired 5+ years of experience in analytics roles, preferably with direct exposure to qualitative data.
You have demonstrated hands‑on experience analyzing unstructured or text‑based data, such as open‑ended 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 cross‑functionally 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 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 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 Nashville, TN is $98,000 to $156,000.
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 either Nashville, TN.
#LI-PH1
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.
At Philips, we don’t need employees. We need people.
Our goal is to improve the lives of 3 billion people a year by 2025 through innovation that is designed for people, by people. People like you. And we know that in order to be truly innovative, it requires you to make your career personally meaningful. To bring what matters to you in life to everything you do in your career. If you're passionate about improving lives, and have more to offer than just lines on your resume, we want to find a home for you at Philips.
As a diversified health and well-being company, we focus on professional and consumer markets across three interconnected sectors: Healthcare, Consumer Lifestyle, and Lighting. Today, we're a global innovation leader - the first to bring the commonly used CD and DVD products to market, the ones saving lives daily with our imaging systems and patient monitors, and the ones responsible for the lighting of the annual Times Square ball. We aim to improve peoples’ lives every day through meaningful innovations and are the best place to work for those who share our passion for improving lives.
Philips’ people first culture and commitment to providing unlimited possibilities to develop one's career in the directions to which they aspire demonstrates a dedication to inspiring good people, not just hiring employees. At Philips, employees enjoy contributing to cutting edge solutions that truly improve lives, allowing them to 'do good' while doing great and create a legacy in life through their work.
If you are interested in putting your personal skills & passions to work towards improving lives, apply now or learn more at philips.com/na/careers. You can also opt-in to receive updates on future career opportunities and company updates through Philips’ Talent Community, and follow @PhilipsJobsNA on Twitter.