Oticon Hiring for Customer Experience Analyst at Remote Full Time

The Oticon Customer Experience (CX) Analyst is a new role directly reporting to Oticon’s Customer Experience Leadership team. The role will be responsible for the ongoing development, execution and leadership of Oticon’s Voice of Customer (VoC) program. This role will develop and lead the internal processes required to gather, monitor, and improve customer metrics.

Responsibilities:

• 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
• 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., NPS, CSAT and NES); 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 of 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

Qualifications:

• Bachelor’s degree required, Master’s degree preferred
• A minimum of 5 years of experience in Customer Experience, Data Analysis, Experience Design, or related fields is required
• Self-starter and strategic thinker with demonstrated ability to implement strategies based on competitive dynamics, economic goals, and customer needs
• Strong analytical skills with proven ability to identify trends, patterns and formulate action plan
• Experience with Data Analytics, Experience Design, and Reporting is critical
• Experience with setup, administration and expansion of CX platforms, i.e., Qualtrics
• Strong communicator with proven ability to deliver presentations at various levels of organization
• Experience with CRM platforms and BI tools

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.

Job Type: Full-time

Pay: From $90,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• Day shift
• Monday to Friday

Work Location: Remote