CX & Intelligence Manager

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

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 & Intelligent 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 & Intelligent 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.

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.

Your contribution is appreciated, and you will:

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
• 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:

Requirements

• 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

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.

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