Customer Experience Analyst

Overview The Oticon Customer Experience (CX) Analyst supports the execution and ongoing development of Oticon's Voice of Customer (VoC) and Customer Experience programs. The role analyzes customer experience, operational, and sales data to identify trends, emerging issues, and opportunities and translates findings into actionable business insights. This role supports and maintains the internal processes required to gather, monitor, and report customer experience metrics and insights.


Responsibilities

* Support and maintain CX measurement frameworks and established methodologies for measuring customer experience.

* Support the VoC program by analyzing customer data, trends, and qualitative feedback and translating findings into actionable insights; collaborate with stakeholders across all Oticon functions to support customer-focused decision-making.

* Conduct detailed analysis and pattern recognition across customer experience and operational data to identify meaningful trends, emerging issues, recurring customer pain points, and opportunities for improvement.

* Build effective working relationships with key stakeholders and clearly communicate customer insights to support business decision-making.

* Support vendor and platform relationships as needed to ensure effective delivery and value to the business.

* Support the identification and implementation of new customer listening posts and data sources.

* Maintain customer feedback and insight resources and support recurring reporting, readouts, and stakeholder discussions.

* Apply established CX measurement methodologies to monitor customer experience performance, including measures such as NPS, CSAT, and NES, and connect findings to relevant business initiatives.

* Support competitive and industry research to identify relevant customer experience trends and benchmarks.

* Support customer feedback and research activities, including surveys, interviews or focus groups as needed.

* Analyze and connect customer experience data (X Data) and operational data (O Data) to identify relationships, trends, and opportunities.

* Support administration and ongoing development of the Qualtrics platform and Oticon's survey programs.


* Analyze structured and unstructured customer and operational data from multiple sources to identify trends, patterns, account-level signals, and meaningful changes in customer experience.

* Develop and maintain repeatable reports, dashboards, and analytical outputs that clearly communicate findings, supporting evidence, and business implications. Partner with Customer Excellence, Operations, Quality, Sales, Marketing, BI, and other functions to support customer-focused analysis and reporting.

Qualifications

* Bachelor's degree in business, analytics, marketing, statistics, social sciences or a related field, or equivalent combination of education and relevant experience.


* 2-4 years of relevant experience in customer experience, customer insights, business analytics, data analysis, market research, or a related field preferred.

* Self-starter with strong analytical curiosity, attention to detail, and the ability to independently investigate business questions within established priorities and methodologies.

* Strong analytical and problem-solving skills, with demonstrated ability to identify trends, patterns, and meaningful changes in customer or operational data and translate findings into clear business insights.

* Proficiency with Excel and experience working with data analysis, reporting, and visualization tools; Power BI experience preferred.

* Experience with CX/VoC platforms such as Qualtrics preferred; experience with survey design, administration, or customer feedback programs required.

* Strong written and verbal communication skills, with the ability to explain analytical findings clearly to both technical and non-technical audiences.

Company Values

We Create Trust - We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.


We are Team Players - We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.


We Create Innovative Solutions - We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.


We Apply a Can-do attitude - We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

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 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. The pay range for this position is expected to be between $87000 to $95000 per year however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.