Service Technology and Automation Lead - Global Service

Demant; Bulbjergbakke; Remote; DKK 900,000 - 1,100,000; Full time

Job summary

Demant is seeking a Service Technology and Automation Lead to modernize our global Customer Service setup. The role focuses on driving service technology, AI, and automation to deliver best-in-class customer experience while improving operational efficiency.

You will join Global Sales, Training and Service within Demant’s Hearing Aids business, collaborating with Global and Local Service teams to optimize processes and translate business needs into practical solutions.

Qualifications

• Master’s degree and around five years of experience in a similar function.
• Experience improving Customer Service performance and implementing new solutions.
• Knowledge of Salesforce Service Cloud, AI and automation is a plus.

Responsibilities

• Own and develop Salesforce Service Cloud, including global rollout, functionality, UX and roadmap.
• Drive platform adoption and performance using data and insights.
• Implement AI and automation solutions to optimize workflows and improve service quality.
• Define global service standards and guide markets in optimizing IVR, WFM and knowledge repositories.
• Develop customer and partner integrations and maintain the integration roadmap with Global IT.
• Drive stakeholder engagement and implementation across global and local teams.

Skills

Commercial acumen

Stakeholder management

Project leadership

Analytical thinking

Education

Master's degree

Tools

Salesforce Service Cloud

Power BI

Job description

Service Technology and Automation Lead - Global Service

We are looking for an experienced and commercially minded Service Technology and Automation Lead to modernize our global Customer Service setup. You will drive the implementation of service technology, AI and automation to deliver best-in-class customer experience while improving operational efficiency.

Working closely with Global and Local Service teams, you will optimize processes, develop our global service platform and translate business needs into practical solutions. Your focus will be on increasing efficiency, strengthening service quality and making it easier for customers and partners to do business with us.

Welcome to Global Sales

You will join Global Sales, Training and Service within Demant’s Hearing Aids business, where we work to improve the lives of people with hearing loss around the world. We deliver product and sales training, commercial excellence and customer service excellence to our sales companies across Europe, Asia-Pacific, Latin America, the Middle East and Africa, as well as to our independent distributors.

You will become part of our newly established Global Service department, consisting of 14 colleagues. Reporting to the Head of Global Service and joining the Global Service leadership team, you will help define and implement service excellence across our global organization.

Drive Global Service Efficiency and Automation

Joining us, you will drive the digitalization of Customer Service through standardized processes, modern technology, AI and automation. You will collaborate with local teams to identify opportunities, develop solutions and ensure successful implementation and adoption.

Success requires a good understanding of Customer Service operations and the ability to use technology to improve efficiency without compromising the personal relationships that underpin great service.

In this role, you will:

• Own and develop Salesforce Service Cloud, including its global rollout, functionality, user experience and roadmap.
• Drive platform adoption and performance, using data and insights to help markets maximize value and identify improvements.
• Implement AI and automation solutions to optimize workflows, improve service quality and increase operational efficiency.
• Define global service standards and guide markets in optimizing technologies such as IVR, workforce management and knowledge repositories.
• Develop customer and partner integrations for larger customers, maintaining the integration roadmap with Global IT.
• Drive stakeholder engagement and implementation, building alignment and momentum across global and local teams.

You can expect approximately 10–20 travel days per year to support our markets and understand local service operations.

What You Bring

You hold a relevant commercial master’s degree and ideally have around five years of experience in a similar function, preferably within a larger international organization. You have a track record of improving Customer Service performance and implementing new solutions.

You understand Customer Service at strategic, tactical and operational levels and know how to optimize processes, systems and ways of working. With a good commercial mindset, you recognize how service excellence contributes to customer satisfaction and business performance.

You thrive at the intersection of Customer Service, data, AI and technology. You have experience implementing AI solutions in a business context and translating insights into measurable improvements. Experience with Salesforce Service Cloud, Power BI or similar platforms is an advantage.

As a colleague, you are structured, analytical and collaborative. You can lead projects across organizational boundaries, influence and challenge stakeholders at different levels, and balance global standards with local needs. Your excellent communication and presentation skills enable you to build relationships and create engagement across cultures and functions.

Come and join us

This is an opportunity to shape the future of Customer Service across Demant’s global Hearing Aids business. You will work with colleagues and stakeholders across international markets to make our service operations more efficient, scalable and customer-focused through technology, AI and automation.

If you enjoy combining commercial insight, technology and collaboration to create tangible business improvements, we would like to hear from you.

before the application deadline on November 5.

To learn more about the position, contact Steen Busk Marner, Head of Global Service, at [e-mail] .

We are curious to meet you!

Recruitment Process Information

We’ll begin inviting candidates for interviews after the application deadline. First round of interviews are scheduled for the 12, 13, 16, and 17 of November. You can expect the final round of interviews to be held on the 24 and 25 of November.

About Demant

Demant is a world‑leading hearing healthcare and technology group built on a heritage of care, health, and innovation since 1904. The Group offers innovative technologies, solutions, and expertise to help people hear better. In every aspect, from hearing care, hearing aids and hearing implants to diagnostic equipment and services and audio solutions, Demant is active and engaged. Headquartered in Denmark, the Group employs more than 21,000 people globally and is present with solutions in 130 countries where we create life‑changing hearing health and high‑end audio and video solutions. William Demant Foundation holds the majority of shares in Demant A/S, which is listed on Nasdaq Copenhagen and among the 25 most traded stocks.