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Philips

Freelance Consumer Care Experience Manager

Posted Apr 19, 2023
Project ID: PHILJP00025759
Location
Eindhoven, Noord Brabant
Hours/week
40 hrs/week
Timeline
8 months
Starts: Apr 24, 2023
Ends: Dec 31, 2023
Payrate range
67 - 74 €/hr

Representing the user within the innovation and development process, User Experience Specialists ensure the delivery on the (consumer) promise of our Philips Value Propositions. The ongoing challenge they face is to identify user needs and tension areas, thus translating them into relevant user requirements throughout the innovation process. They represent the voice of the consumer/user within the integral project team, working towards successful launches which drive user satisfaction and engagement.


Profile:

  • Drive and report in-market feedback (RnR, Contact center data analysis) and post market surveillance including provision of feedback to innovation teams and marketing

  • Conduct analysis for improvements in - web-content, FAQ, Call Center trainings, call center data

  • Understand the drivers for rating and reviews for our businesses (RnR deep dives, Impact analysis, RnR estimations, Project Closure learnings)

  • Contribute to consumer complaint handling: identify resources needed to provide solutions to consumer issues and ensure timely execution

  • Work closely with others on the End-to-End consumer experience journey

  • Prepare and execute the Consumer Care touch points (call center, web etc) to achieve a superior consumer experience

  • Drive Call Center readiness for product launches, including training materials, products, bulletins, scripts and more

  • Monitor FAQ?s and implement improvements based on, success rates and Call Center input

  • Stay up to date with all Consumer Care and Social Listening developments and develop a strong connection with the global organization/DMEC

  • Collaborate with the product research in their day-to-day operations with consumer care knowledge

  • Proactively contribute to the overall strategy

  • Drive innovation and continuous improvement within the team

  • Hybrid working. 1-2 days per week in the office at HTC



KPI:

  • User Experience, Ratings & Reviews

  • Consumer Care deliverable adherence and quality

  • Drive PMS from consumer point of view



Required competences:

  • Consumer passion

  • Analytical skills

  • Strong communicator (written & spoken)

  • A growth mindset & entrepreneurial skill

  • Creative & problem-solving skills, pragmatic

  • Speak and write fluent English.

  • Being resilient, situational adaptability, speak up when required

  • Stakeholder management, listening, influencing and consulting

  • Ability to translate technical product information towards call center trainings


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