CX Intelligence & Experience Leader

GN Hearing A/S; Ballerup; On-site; DKK 800,000 - 1,100,000; Full time

Job summary

GN Hearing A/S, HQ in Ballerup, Denmark, seeks a CX Intelligence Manager to fuse Voice of Customer, journey analytics and market intel into actionable improvements across digital journeys.

You will lead intelligence programs, translate findings into clear initiatives, and ensure adoption across GN Group, guiding a small team within the Digital Customer Experience function under the Senior Manager, Stine Loud.

Qualifications

• Bachelor’s degree in a relevant field and proven CX analytics experience.
• Experience across web, eCommerce, support and post-purchase journeys.
• Ability to translate insights into prioritized roadmaps and measurable outcomes.
• Proficiency with digital analytics tools and Power BI.
• Knowledge of GDPR/compliance and data privacy.

Responsibilities

• Build and manage a VoC program across key touchpoints (NPS/CSAT/CES and qualitative feedback).
• Define CX KPIs and governance; operate self-serve dashboards in Power BI and run monthly insights reviews.
• Map priority journeys; quantify pain points; maintain a prioritized improvement backlog with clear outcomes.
• Ensure an experimentation cadence with partners (A/B tests, usability, content) and track uplift.
• Integrate market/competitive intelligence with CX insights to inform decisions.
• Create playbooks, templates, and an insights community to promote adoption.
• Ensure GDPR-compliant data collection and consent practices.

Skills

Analytical problem solving

Decision quality

Structure and process

Learning agility

Team collaboration

Education

Bachelor's degree in business, marketing, data and analytics, human factors/UX, economics, or related field

Tools

Power BI

GA4

GTM

Google Search Console

Adobe Analytics

Microsoft Clarity

Excel

Salesforce / Dynamics

Optimizely / VWO

Jira / Azure DevOps

Qualtrics / Medallia

Job description

GN Hearing A/S, HQ in Ballerup, Denmark, seeks a CX Intelligence Manager to fuse Voice of Customer, journey analytics and market intel into actionable improvements across digital journeys.

You will lead intelligence programs, translate findings into clear initiatives, and ensure adoption across GN Group, guiding a small team within the Digital Customer Experience function under the Senior Manager, Stine Loud.