Senior Customer Experience Program Manager (Program & Platform)
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Job Location:
Monthly Salary:
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Were on a mission to become the most customercentric organization in the hearingcare industry - and were looking for aSenior Customer Experience Program Managerto help lead the way.
This is a global role at the forefront of shaping how millions of B2C customers experience our products and services across retail markets. If youre energized by building scalable CX capabilities driving transformation across diverse markets and owning a complex ecosystem of programs tech and governance wed love to meet you.
Key Responsibilities
- Create governance frameworks documentation bestpractice playbooks and standardization across 18 countries
- Own the Qualtrics platform: backlog management enhancement roadmap tech governance and vendor oversight
- Design and optimize customer touchpoints across retail digital and care
- Lead and scale our global Voice of Customer (VoC) program: surveys ratings & reviews detractor handling dashboards KPIs and performance management
- Drive change leadership: ensure countries act on customer feedback and embed continuous improvement behaviors
- Build and scale CX governance documentation and bestpractice playbooks
- Support senior leadership with clear structured decision-making materials including presentations up to CEO level
What You Bring
- Senior-level CX platform ownership experience (Qualtrics or similar)
- Deep understanding of VoC programs NPS survey design and customer feedback journeys
- Experience working with external tech vendors and managing CX/insights delivery partners
- Track record of scaling centralized programs into decentralized environments
- Strong governance documentation and processbuilding skills
- Excellent communication; comfortable presenting to senior executives
- Structured prioritization and problem-solving mindset
What We Offer
As one of the worlds leading hearing care providers headquartered in Switzerland were committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work through our flexible hybrid working model.
We offer a wide range of opportunities for both your professional and personal development and growth.
- Shape a global CX transformation from the ground up
- 30 days of paid annual leave
- Subsidized VBB or Deutschland ticket
- Dedicated learning & development budget and weekly learning time LinkedIn Learning license
- Contribution towards your Urban Sports Club membership
- Corporate Benefits Platform with employee discounts on a variety of products and services via our benefits platform #LI-NB1
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
Around 25% of the world’s population is living with hearing loss. At Sonova, we envision a world where everyone enjoys the delight of hearing and lives a life without limitations. From hearing aids to cochlear implants to wireless communication, we are committed to offering the most c ... View more
