Analyst  – Consumer Feedback / Field Product Quality

Work as an analyst to conduct data analysis and insight discovery for Philips consumer products. He/she will have the ability to interpret the data and formulate consultative and strategic advice from the market feedback (e.g. product quality & consumer reviews). Act as a bridge between the commercial organization (sales and marketing)’s Consumer Care center (after sales) and Innovation Site. Provide support to consumer touch points and collect feedback from consumer through touch points in order to improve satisfaction of consumer experience.

Job Responsibilities: 

• Collect market data through field and country Consumer Care center. Conduct data analysis and drive quality improvement internally within Philips and externally with ODM / suppliers.
• Provide result and direction to the team the key areas of improvement in Field return KPIs.
• Provide timely report for Monthly Business Review Meeting
• Record and report field return for back charge supporting when necessary.
• Maintain service part availability to downstream Consumer Care.
• Work with development team to maintain FAQ, availability of service manual and DFU visible to consumer.
• Review free-text from contact centers to provide development team for improvement in term of quality and idea of consumer needs

Job requirements:

• Bachelor degree holder with Sound knowledge in Statistics and/or Consumer Relationship, use of data analysis.
• Minimum 3 years’ experience in retail, consumer market, or product servicing area.
• Knowledge and experience with Design For Six Sigma (DFSS) is a plus
• Solid data analysis experience in product sector.
• Good communication skills in managing cross-functional and multi-location team
• Business and consumer needs oriented with strong mindset of analysis & synthesis
• Managerial capabilities with respect to leadership and people influencing skills
• Team player and team builder
• Good command on both English & Chinese (both Cantonese and Mandarin)

About Royal Philips Royal Philips (NYSE: PHG, AEX: PHIA) is a leading healt h technology company focused on improving people’s health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. Philips leverages advanced technology and deep clinical and consumer insights to deliver integrated solutions. The company is a leader in diagnostic imaging, image-guided therapy, patient monitoring and health informatics, as well as in consumer health and home care. Philips’ wholly owned subsidiary Philips Lighting is the global leader in lighting products, systems and services. Headquartered in the Netherlands, Philips posted 2015 sales of EUR 24.2 billion and employs approximately 104,000 employees with sales and services in more than 100 countries. News about Philips can be found at www.philips.com/newscenter.