Services BPE Digital /Generative AI

Services BPE Digital / Generative AI at Philips

Business Process Expert – Digital / Generative AI

Job Description:
The Business Process Expert is responsible for ensuring best in class Philips' complex business capabilities to improve quality, ensure reliable execution and deliver a better customer and employee experience. The role works under limited supervision and applies industry best practices such as Lean, Six Sigma, or Agile to enhance the efficiency of business capabilities (data, process, org/people, technology). The Business Process Expert assists in establishing accurate capability performance and adoption reporting in their domain, with reference to relevant targets.

Your role:

• You’ll make an impact by helping our Services teams apply AI thoughtfully—improving uptime, learning outcomes, project delivery and cost‑to‑serve—while ensuring safety, quality and compliance for patients and customers. You’ll decide when AI is right (and when rules/analytics/RPA/process redesign are better) and guide pilots from idea to scale across Service Delivery, Education and Project Management.
• Build and maintain an AI use‑case roadmap across Service Delivery, Education and Project Management, tying each case to measurable outcomes. Identify automation opportunities and integrate AI into existing processes to boost efficiency.
• Lead cross‑functional design and pilots with BPEs/SMEs, IT/Data/AI, Q&R, Markets and PMO; capture lessons and scale what works.
• Embed safety, privacy, security and data governance controls from design through deployment (‘compliance by design’).
• Define KPIs, acceptance criteria and monitoring for live AI processes; close the loop with feedback to continuously improve.

You're the right fit if:

• You bring 7+ years in Services operations or process transformation and 3+ years delivering AI‑enabled solutions in service/field‑service, education/learning ops, or project delivery (regulated industry experience is a plus).
• You bring decision frameworks: Ability to evaluate feasibility and trade-offs of AI vs. alternatives with clear value, risk, and control rationale aligned to portfolio governance.
• You’ve taken AI use cases from discovery to implementation (e.g., knowledge assist/search, case triage, predictive maintenance, content classification, risk prediction) and understand data governance/model lifecycle.
• You use creativity and analytical thinking for interpreting AI outputs and making recommendations.
• You have the ability to learn, unlearn, and adapt with the rapid AI industry development. Candidates must be open to change and continuous learning.
• You’re skilled in Lean/Six Sigma, design thinking and change management, and can translate AI/process topics for non‑technical audiences.

How we work together
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. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. Indicate if this role is an office/field/onsite role.

About Philips
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.