Customer Experience Business Analyst

3Shape; Województwo zachodniopomorskie; Hybrid; PLN 85,000 - 140,000; Full time

Benefits offered by this job

Luxmed healthcare

Hybrid work

Office in Szczecin

Fresh fruits and healthy lunches

Language courses

International environment

Job summary

3Shape in Poland is seeking a Customer Experience Business Analyst to own the NPS program across regions. You will collect, analyze, and interpret customer feedback to drive actionable improvements and customer loyalty.

Collaborate with product, support, sales, and marketing to ensure feedback is acted on, and build dashboards to make insights accessible across the business. The role emphasizes a customer-centric mindset, strong analytical skills, and the ability to communicate effectively with

Qualifications

• Experience owning and delivering an NPS program across regions.
• Ability to translate customer feedback into clear business insights.
• Strong communication with stakeholders at all levels.

Responsibilities

• Analyze Customer Feedback and identify root causes.
• Lead the NPS lifecycle from survey design to reporting.
• Deliver strategic recommendations to stakeholders.
• Develop dashboards and reporting frameworks for insights.
• Collaborate with Product, Support, Sales and Marketing.
• Educate the organization on the NPS lifecycle.

Skills

Analytical Skills

Customer-Centric Mindset

Effective Communication Skills

Organized Approach

Detail-Oriented Planning

Job description

3Shape: An exciting, visionary, and international place to work

Join one of the most exciting Danish tech companies in the medical device industry and make an impact. With us you will be able to work on solutions used by thousands of dental professionals worldwide. We are currently looking for an ambitious Customer Experience Business Analyst to join our team in Poland.

Your Mission: As the CX Business Analyst your primary responsibility is to own and lead our Net Promoter Score (NPS) program - collecting, coordinating, analyzing, and interpreting customer feedback across touchpoints and regions. You’ll play a pivotal role in identifying pain points and providing clear, strategic recommendations based on multiple data sources that help teams across the organization take action. This role is key to embedding customer-centric thinking into everything we do.

Key responsibilities

• Analyze Customer Feedback: translate complex and large data sets into clear and actionable insights in collaboration with the data and insights team, identifying root causes of customer dissatisfaction and opportunities for improvement.
• Lead the NPS Process: manage all aspects of the NPS lifecycle - from survey design and deployment, to analysis, reporting and customer follow up across the globe.
• Manage Insight-Driven Change: deliver strategic recommendations and requirements to stakeholders at all levels, helping shape initiatives that elevate customer satisfaction and loyalty and secure cross-functional accountability together with prioritised action to address customer pains.
• Develop Reporting Tools: build and maintain dashboards and reporting frameworks that make customer insights easily accessible and impactful across the business.
• Cross-Functional Collaboration: work closely with teams across Product, Support, Sales, and Marketing to ensure feedback is acted on effectively and consistently.
• Train and Educate: ensure the organisation understand all elements of the NPS lifecycle, advocating the importance of NPS and customer satisfaction and loyalty.

Your profile

• Analytical Skills: you are adept at working with both quantitative and qualitative data and can translate complex feedback into actionable business insights.
• Customer-Centric Mindset: you’re driven by customer experience and value feedback to accomplish meaningful change. You possess a skill for expressing customer sentiments and perspectives effectively to various teams.
• Effective Communication Skills: you know how to tailor your message to different audiences, from operational teams to C-level executives.
• Organized Approach: you’re proactive, structured, and thrive in a role where you manage your domain and drive change forward efficiently.
• Detail-Oriented Planning: you manage multiple workstreams effectively, with proficient ability to prioritize and keep stakeholders aligned.

What we offer

• Attractive office with relax zones located in Szczecin, Poland.
• A vibrant and international environment with social, diverse, and highly skilled and cooperative colleagues.
• An attractive Luxmed healthcare package with additional dentistry care.
• Fresh fruits, delicious and healthy lunches cooked by our canteen.
• We provide a great social work environment with many optional activities.
• Good work/life balance. Hybrid work possibility.
• Language courses with qualified teachers.

We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

In compliance with the Whistleblower Protection Act, we inform candidates that an internal whistleblowing channel is available within our organization.

About Us

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday across the globe on LinkedIn.