Customer Experience & VoC Manager

Job Title Customer Experience & VoC Manager Job Description We are looking for a Customer Experience & Voice of Customer (VoC) Manager to join our Integrated Supply Chain (ISC) organization. In this newly established role, you will help build and scale a structured VoC capability, ensuring the voice of the customer is at the heart of how we operate. Working closely with the program manager, you will play a key role in driving the Customer Centricity agenda and embedding customer insights into operational and strategic decision-making. This is a newly created role, offering a unique opportunity to build and scale the Voice of Customer capability within ISC and shape how a global organization listens to and acts on customer feedback at scale. Your role: You ensure that customer feedback is consistently captured and transformed into insights that lead to real, measurable improvements in customer experience and service performance. You collaborate closely with global stakeholders across Supply Chain (ISC), Commercial, and Customer Experience functions, acting as a connector between regions, teams, and stakeholders. You bring together feedback from multiple sources (such as customer input, operational data, and performance metrics) and translate it into clear, actionable insights for teams and leadership. You help design and implement processes, tools, and ways of working to capture and distribute Voice of Customer insights across ISC. You help embed customer insights into daily operational rhythms, ensuring teams use them in decision-making, performance discussions, and continuous improvement initiatives. You coordinate and monitor follow-up of improvement initiatives across regions, ensuring accountability and that actions are executed and not lost. You contribute to building a new capability within ISC, working in a dynamic environment where structures and processes are still being developed. You work closely with parallel roles (e.g. customer collaboration roles focused on key accounts) to share best practices and scale learnings across customers. You will gain strong exposure to global stakeholders and develop expertise in customer experience, supply chain, and cross-functional collaboration in a dynamic, international environment. From a flexible working environment to continuous learning and career development opportunities, a career at Philips comes with all sorts of wonderful benefits. Be sure to speak to your recruiter about benefits in your region. You're the right fit if: Experience in Supply Chain, Operations, Customer Experience, or a related cross-functional environment Experience in program coordination / implementation (not only strategy), ensuring initiatives are followed through Strong analytical and problem-solving skills, with the ability to translate data and feedback into actionable insights Experience working with customer feedback, performance data, or continuous improvement processes Strong stakeholder management and communication skills in a global, matrix organization Ability to work in ambiguous, build-up environments and help shape new processes and structures Bachelor’s or Master’s degree in Business, Supply Chain, Engineering, or a related field Proactive, structured, and customer-focused mindset, with a drive for continuous improvement How we work together This position requires working onsite in the office for a minimum of three days per week.

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