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Jay C

@jayc1

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Global Customer Experience Leader

United States

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What I'm looking for

I seek a strategic CX/VoC role where I can lead cross-functional programs, scale VoC systems, drive actionable insights, and influence product and GTM strategy.

I am a Voice of Customer and Customer Experience leader with 8+ years designing and scaling global VoC, CX analytics, and customer intelligence programs across complex, matrixed organizations. I specialize in combining survey, behavioral, and operational data to surface trends, reduce customer burden, and inform product, sales, and frontline strategy.

I have led enterprise initiatives that unified NPS programs, increased account coverage from 15% to 80%, and drove multimillion-dollar sales funnel impact through closed-loop systems and data integration. I bring hands-on execution, cross-functional leadership, and a proven record of building dashboards, optimizing feedback loops, and translating customer signals into clear, actionable narratives.

Experience

Work history, roles, and key accomplishments

Global Senior Manager, Customer Experience

Philips Healthcare

Aug 2024 - Sep 2025 (1 year 1 month)

Led the Account360 initiative unifying Relationship, Service, Installation, and Online NPS into a single dashboard integrated with Salesforce, increasing account NPS coverage from 15% to 80% and improving closed-loop feedback by 25 points while adding $1.5M to the sales funnel.

NPS Salesforce Databricks Dashboarding Stakeholder Engagement

Global Voice of Customer Product Owner

Philips Healthcare

Jul 2020 - Jun 2024 (3 years 11 months)

Developed and executed a global VoC strategy across 15 survey touchpoints in 120+ countries, expanding digital VoC coverage from 2% to 95%, creating closed-loop workflows that added $400K to the funnel and saved a $10M deal, and scaled a centralized dashboard with 500+ users at 78% engagement.

Survey Design Dashboards Azure DevOps Agile Delivery

Marketing Analyst

Philips Healthcare

Jan 2018 - May 2020 (2 years 4 months)

Supported North America marketing analytics and CRM initiatives, contributing to data-driven campaigns and reporting that supported commercial and product teams across Health Systems.

Marketing Analytics CRM Salesforce Excel Digital Analytics Reporting Cross Functional Collaboration

CRM & Digital Analytics Intern

Philips Healthcare

May 2017 - Jan 2018 (8 months)

Executed CRM and digital analytics tasks supporting campaign measurement and insight generation to improve customer engagement and digital touchpoints.

CRM Google Analytics Excel Reporting Digital Analytics Data Cleaning

Marketing Specialist

Blue Angus Café

Sep 2014 - May 2017 (2 years 8 months)

Managed marketing activities for a local café, including promotions and customer engagement initiatives that supported revenue and local brand presence.

Promotion Customer Engagement Content Creation Social Media Event Coordination Local Marketing

Education

Degrees, certifications, and relevant coursework

University of Massachusetts Lowell

Bachelor of Arts, Marketing and Management

2013 - 2017

Completed a Bachelor of Arts in Marketing and Management, focusing on marketing principles and management practices to support customer experience and analytics roles.