Are you interested in discovering what truly drives customer satisfaction and loyalty? Do you thrive on turning data into actionable insights and requirements that improve the customer journey? At 3Shape, we’re looking for an analytical, curious and detail-oriented Customer Experience (CX) Business Analyst to enhance our analytic and customer insight capabilities and ensure we’re continuously improving the experience for our global customer base.
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.
Areas of responsibility:
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.
What You’ll Bring:
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.
Being the part of us means:
Meaningful work that helps to change the future of dentistry
Work in a unique professional, friendly and supportive environment
Constant professional growth and development
A healthy work-life balance
Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc
Occasional business trips to Western Europe
Opportunity to become a part of the success that 3Shape has created over the past 25 years.
