Customer Experience Analyst

Summary

Demant is a company whose Oticon business supports customer-focused hearing care solutions. The Customer Experience Analyst supports Voice of Customer and customer experience programs by analyzing customer, operational, sales, and qualitative data. The role translates findings into actionable insights, maintains CX measurement and reporting processes, and supports stakeholder decision-making.

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

Skills

• Bachelor's degree in business, analytics, marketing, statistics, social sciences or a related field, or equivalent combination of education and relevant experience
• 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
• 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
• 2-4 years of relevant experience in customer experience, customer insights, business analytics, data analysis, market research, or a related field preferred
• Power BI experience preferred
• Experience with CX/VoC platforms such as Qualtrics preferred

Qualifications

Must Haves

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

Nice to Haves

• 2-4 years of relevant experience in customer experience, customer insights, business analytics, data analysis, market research, or a related field preferred
• Power BI experience preferred
• Experience with CX/VoC platforms such as Qualtrics preferred

Benefits

• 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
• Bonus, commissions, or discretionary awards may be included in the total compensation package, dependent on the position offered
• Vacation, sick time, and parental leave