Services BPE - Customer Service Intellectual Property

Job Title

Job Description

In this role, you will make an impact by Driving standardization and governance of CSIP (Customer Service Intellectual Property) knowledge as structured, compliant, and reusable assets, enabling scalable service delivery and AI-ready consumption. Strengthening CSIP as a robust, compliant, and scalable enterprise capability, reducing key-person dependency, ensuring consistent regulatory adherence, and enabling sustainable governance across global operations.

You will have a chance to shape how AI elevates global Services in a mission‑driven health‑technology company.

• Define and standardize CSIP policies, controls, and lifecycle processes, ensuring consistent interpretation across BUs and regions.

• Ensure compliance with EU Data Act and other applicable regulatory frameworks, embedding regulatory requirements into operational processes.

• Drive QMS-aligned implementation of CSIP controls, ensuring auditability, traceability, and regulatory readiness.

• Set up and lead governance structures (e.g., DRGs, CoPs) to enable decision-making, escalation, and alignment.

• Collaborate with Service, Q&R, Legal, IT, and Operations to ensure compliant execution and risk mitigation.

• Support litigation and regulatory activities by ensuring structured, reliable CSIP controls and documentation.

• Define and track KPIs for compliance, process adherence, and control effectiveness, enabling continuous improvement.

• Drive organisational clarity on roles, responsibilities, and accountability within CSIP processes.

• Act as a change leader, building awareness and adoption of CSIP standards across the organization.

• 7+ years of experience in CSIP, compliance, or service process governance within regulated environments.

• Strong expertise in regulatory frameworks (including EU Data Act), QMS, and audit/compliance processes.

• Proven experience in standardizing and governing complex cross-functional processes at scale.

• Ability to manage and mitigate compliance risks, including legal and regulatory exposure.

• Strong stakeholder alignment skills across Legal, Q&R, Service, and Operations.

• Experience supporting audit readiness, litigation, or regulatory response activities.

• Ability to translate regulatory requirements into implementable operational controls.

• Strong communication and change management skills to drive organisational adoption.

Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is EUR 78,187.00 - EUR 130,312.00. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations. 

This role is eligible for 3% short term incentive with your rewards linked to both individual performance and company results. We’ll share the full approach with you during the interview process, so you can make a clear, informed decision. Benefits include hybrid working, paid time-off, health and wellbeing benefits, learning and development opportunities.

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.