CX & Intelligence Lead: Turn Insights into Impact

GN Group; Ballerup; On-site; DKK 600,000 - 900,000; Full time

Job summary

GN Group is seeking a CX & Intelligence Manager to lead a unified Intelligence-to-Action engine across our digital journeys in Denmark. You will blend Voice of Customer, journey analytics, and market intelligence to surface friction, prioritize improvements, and drive measurable outcomes.

You will manage intelligence programs, translate findings into initiatives, and ensure adoption across GN Group teams, reporting to the Senior Manager, Digital Customer Experience.

Qualifications

• Experience building and operating VoC programs across multiple touchpoints.
• Ability to define CX KPIs and governance, and to run self-serve dashboards.
• Proven track record turning insights into prioritized roadmaps and measurable outcomes.
• Familiarity with GDPR and data privacy principles.

Responsibilities

• Build and operate 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.

Skills

VoC program management

CX analytics

Journey mapping

A/B testing

GDPR/data privacy

Analytical problem solving

Stakeholder collaboration

Decision quality

Education

Higher education in business/analytics-related field

Tools

GA4

GTM

Google Search Console

Adobe Analytics

Microsoft Clarity

Power BI

Excel

Job description

GN Group is seeking a CX & Intelligence Manager to lead a unified Intelligence-to-Action engine across our digital journeys in Denmark. You will blend Voice of Customer, journey analytics, and market intelligence to surface friction, prioritize improvements, and drive measurable outcomes.

You will manage intelligence programs, translate findings into initiatives, and ensure adoption across GN Group teams, reporting to the Senior Manager, Digital Customer Experience.