CX & Intelligence Manager

GN Group; Ballerup; On-site; DKK 523,000 - 822,000; Full time

Job summary

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

In this role you will manage intelligence programs, translate findings into clear initiatives, and ensure adoption across teams within the Digital Customer Experience function. The HQ is based in Ballerup, Denmark.

Qualifications

• Higher education in business, marketing, data and analytics, human factors/UX, economics, engineering, or a related field.
• Experience across web, eCommerce, support, and post-purchase journeys, including CX measurement and journey mapping.
• Ability to turn insights into prioritized roadmaps and measurable outcomes.
• Proficiency with digital analytics and insight tools (GA4, GTM, Google Search Console, Adobe Analytics, Power BI, Excel).
• Familiarity with CRM/CSM platforms and experimentation tools is a plus.

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 lead 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

CX analytics

Power BI

Excel

GA4

Adobe Analytics

Microsoft Clarity

GTM

Qualtrics

SEO

Data visualization

Tools

Qualtrics

Medallia

Salesforce

Azure DevOps

Job description

Do you want to help ensure our customers feel seen, heard, and helped at every stage of the customer journey? And would you like to develop your skills in a globally recognized innovator in audio, video, gaming, and hearing solutions? Then you might be our new CX Intelligence Manager.

Join GN Group as our CX & Intelligence Manager and build a unified Intelligence-to-Action engine across our digital journeys.

You will combine Voice of Customer, journey analytics, and market intelligence to surface friction, prioritize improvements, and enable measurable outcomes.

In the role as CX & Intelligence Manager you will contribute to our purpose of Bringing People Closer here at GN Group. You will manage the intelligence programs, translate findings into clear initiatives, and ensure adoption across teams.

The Team You Will Be Part Of

At our global HQ, located in Ballerup, Denmark, you will be part of the Digital Customer Experience team and report to Senior Manager, Digital Customer Experience, Stine Loud.

You will manage a small team and collaborate closely with colleagues across GN Group to translate insights into outcomes in a changing environment.

Your Contribution Is Appreciated, And You Will

• 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
• Create playbooks, templates, and an insights community to promote adoption
• Ensure GDPR- compliant data collection and consent practices

To perform well in the role, we imagine that you:

• Have a higher education in business, marketing, data and analytics, human factors/UX, economics, engineering, or a related field
• Bring experience across web, eCommerce, support, and post-purchase journeys, including CX measurement and journey mapping
• Demonstrated ability to turn insights into prioritized roadmaps and measurable outcomes
• Are proficient with digital analytics and insight tools such as GA4, GTM, Google Search Console, Adobe Analytics, Microsoft Clarity, Power BI, and Excel, and have experience working with multiple customer insight sources such as website analytics, search and SEO performance, customer service interactions, content performance, and feedback data
• Familiarity with Salesforce or Microsoft Dynamics, Optimizely or VWO, Jira or Azure DevOps, and Voice of Customer platforms such as Qualtrics or Medallia is an advantage
• Understand GDPR and data privacy principles and can apply them in the collection and use of customer and feedback data
• Bring competencies in analytical problem solving and decision quality; deliver results with structure; work well with others; show learning agility

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we welcome your application if you think you have transferable skills.

We highly value a mindset and motivation that align with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are focused on an inclusive recruitment process

All applicants will receive equal consideration for employment. As such, we encourage you to submit your CV without a photo to ensure an equal and fair application process.

Should you have any special requirements for the interview, please let the Hiring Manager know upon accepting the invitation to interview.

Join us in bringing people closer

GN brings people closer through our advanced intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we deliver technology that enhances the senses of hearing and sight.

We hope you will join us on this journey and look forward to receiving your application.