Job Description
Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.
But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.
The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.
As Sr. Service Desk Specialist you advise on industry best practice, drive channel adoption, and lead innovation within the Service Desk function. Working closely with the reporting and analytics team you will measure channel performance and set global standards for the respective service desk contact channels, including strategy, operating model for engagement, and global KPIs.
In this role you work closely on the integration of new technology platforms into the channel landscape.
Key areas of responsibilities
Serve as subject matter expert on digital channel strategy and storytelling in service desk customer engagement
Lead channel innovation, influence channel development and anticipate trends to test / pilot contact center innovations
Assess and evaluate effectiveness, integration and impact of existing channels
Advise on industry best practice and be a thought leader to lead channel innovation and influence channel development and virtual engagement program adoption
Work closely with internal and external stakeholders to create simple, seamless, consistent & meaningful digital customer engagement experiences in Virtual Engagement, and to drive adoption within the Philips It Organization
Create guidelines on self-service best practices on channel use with a clear focus on customer engagement strategies
Set global standards for respective channels, including strategy, operating model for engagement, and global KPIs
Provide subject matter expertise on digital channels to drive business adoption of new technology solutions
Ensure high-impact communication through active facilitation and listening to drive toward organizational alignment among cross-functional teams
Ensure an environment that supports creativity and innovation
Who You Are?
You encourage strong links between digital transformation and innovation to customer engagement and impact. You foster people, structures, and processes so that innovation can happen to deliver exponential digital customer engagement experience and value. You are entrepreneurial, can mobilize and act to build new engagement approaches, tools, and external resources for evaluation and piloting within Digital Workplace and the Service Desk function (have a start-up mentality).
You encourage innovation and provide a forward-looking atmosphere. You mentor and educate teams on new potential approaches.
Qualifications & Experience
We seek an expert, with demonstrated success in guiding the development and implementation of customer and channel-oriented innovative service desk solutions.
12-15 years experience in global call centre support/management
Experience leader with effective track record achieving deliverables in a global, highly matrixed organization
Solid understanding of IT Service Management processes and lean/agile methodology.
Solid understanding of virtual customer engagement and call center solutions
Solid understanding of problem solving for key issues in digital customer and channel experience
Solid understanding of UX/UI and customer journey design
Proven ability to communicate effectively with both business and technical stakeholders to capture and convert data and insights into viable products and strategic outcomes
Strong leadership skills, including superior planning, processing, and influencing skills
Excellent interpersonal skills to drive alignment with cross-functional and global teams
Demonstrated leadership skills within a matrixed environment, with the ability to influence senior level stakeholders, drive alignment cross-functionally and drive organizational change
Able to understand complex business process and influence business change
Customer-centric and able to apply this approach to everything you do
Acts from a whole system, enterprise perspective and understands the big picture
Impeccable ethics and integrity
How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.
Our hybrid working model is defined in 3 ways:
We believe in the importance of impactful collaboration: There’s a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.
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