Analytics Manager, Customer Excellence

The Oticon Manager, Customer Excellence is responsible for the strategic development, execution, and leadership of Oticon's Voice of Customer (VoC) program and Service Recovery initiatives. The role will oversee internal processes to collect, track, and enhance customer experience metrics while managing complaint intake, monitoring, and resolution to drive continuous improvement. Supervisory experience is a must as this position will have 2 direct reports.

• Create and manage CX measurement framework and establish structure and methodology for measuring CX improvements
• Manage Oticon's VoC program, including translating data, trends, and qualitative feedback into action; work with leaders across all Oticon functions (e.g., Sales, Marketing, Customer Service, Audiology, etc.)
• Guide and utilize detailed analyses and high-level pattern recognition to drive internal responses, initiatives and performance
• Form strong, trust-based relationships with leadership and key stakeholders; ensure customer insight and feedback are incorporated into decision-making processes
• Lead, mentor and develop staff. Ensure staff is appropriately skilled
• Advance "Address Resolve Correct" (ARC) processes, platforms and skills in support program expansion and efficiency
• Establish, monitor and communicate ARC KPIs. Identify transactional/product ARC related patterns. Formulate and present mitigation strategy.
• Manage vendor relationships to ensure strong partnership and value to business
• Collaborate in a cross-functional, global environment and build support across a complex set of senior stakeholders
• Ability to identify and execute new listening posts
• Administer and manage customer feedback library; conduct recurring read-out and brainstorming sessions with the organization
• Establish structure and methodology for measuring CX improvements (e.g., Net Promotor Score, Customer Satisfaction and Net Easy Score); confirm trends and financial performance correspond to initiatives
• Conduct competitive analysis and benchmarking to gauge "World Class Customer Experience" across industries and direct competitors; identify emerging customer experience trends, threats, and opportunities.
• Provide support and guidance with Customer Feedback activities within the organization and externally (e.g., customer focus groups)
• Ability to leverage both customer experience data (X Data) and Operational Data (O Data) to inform new, expectation beating experiences.
• Recommend, design and conduct customer focus groups
• Manage Qualtrics platform in support of extensive survey program
• Analyze business data, experience behavior data, and customer data from a variety of data sources and tools to create and inform insights reports, intuitive dashboards & customer experience strategies.

• Education: A Bachelor's degree is required, with a Master's degree preferred.
• Experience: A minimum of 5 years in Customer Experience, Data Analysis, Experience Design, or related fields.
• Strategic Expertise: A proactive, strategic thinker with a track record of implementing strategies aligned with competitive dynamics, economic objectives, and customer needs.
• Analytical Strength: Strong analytical skills with the ability to identify trends, recognize patterns, and develop actionable insights.
• Technical Proficiency: Extensive experience in Data Analytics, Experience Design, and Reporting.
• CX Platform Expertise: Hands-on experience in setting up, managing, and expanding CX platforms such as Qualtrics.
• Communication Skills: Excellent communicator with a proven ability to deliver impactful presentations across all organizational levels.
• Systems Knowledge: Familiarity with CRM platforms and Business Intelligence (BI) tools.
• Service Recovery Expertise: Experience in developing and managing Service Recovery programs
• The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

What we have to offer:
Medical, dental, prescription, and vision benefits
24/7 virtual medical care
Employee Assistance Program for you and your family
401(k) with company match
Company-paid life insurance
Supplemental insurance for yourself, your spouse/partner, and your children
Short-term and long-term disability insurance
Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
Pet Insurance
Commuter accounts

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