Customer Insights Specialist

About the Position

Customer Insights Specialist

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market-leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia, and a production site in Poland. We are a global company with presence in Europe, Asia, and the Americas. Founded in 2000, today, we provide services to customers in over 130 countries. Our growing talent pool of over 2200 employees spans 50 nationalities.

3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire, and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.

We are looking for a Customer Insights Specialist in 3Shape Ukraine office which is an integrated part of Customer Experience & Engagement organization at 3Shape.

In this role, you will act as a key link between customers, customer-facing teams, and Product Creation by transforming customer feedback into actionable insights. You will support products already on the market while contributing to successful new product launches by ensuring early visibility of customer needs, pain points, and opportunities.

Through close collaboration across regions and functions, and a strong commitment to customer centricity, you will help drive commercial impact, improve customer experience, and strengthen customer trust in 3Shape solutions.

Responsibilities

Providing Actionable Insights

• Analyzing support case trends and escalating recurring issues to Product Creation Teams
• Conducting deep-dive analyses on critical CX challenges and recommending improvements
• Coordinating customer escalations and feature requests, ensuring alignment between customer-facing teams and Product Creation

Ensuring CX Readiness and Successful Product Launches

• Participating in product launch projects to represent the voice of the customer
• Coordinating launch readiness activities across CXE teams
• Driving post-launch Hypercare to secure cross-functional alignment and resolve issues quickly
• Transitioning product support to business-as-usual after Hypercare period concludes

Requirements

• Data analysis, data storytelling, ability to turn data into actionable recommendations
• Project management skills
• Collaborative & Customer-Centric mindset
• Excellent presentation & communication skills; Fluent English
• Strong problem-solving skills

Nice to Have

• Technical Proficiency in CRM, Power BI, Databricks
• 3Shape Product knowledge

We Offer

• 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 including 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves, etc.
• Breakfasts and lunches in the office
• Good working conditions in a comfortable office in UNIT.City
• A parking lot with free spaces for employees
• Occasional business trips to Western Europe
• Opportunity to become a part of the success that 3Shape has created over the past 25 years.

About the Company

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively and with superior care. We are a global market-leading provider of dental and audio technology for laboratories and clinics.

Our growing talent pool of over 2,000 employees spans 50+ nationalities and is energized by knowing that together, we contribute to a better world.

Two graduate students founded 3Shape in Denmark’s capital, Copenhagen, in the year 2000. Today, 3Shape employees serve customers in over 100 countries. As a privately-owned company, decisions are made fast, and we remain agile.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, and Macedonia, with a production site in Poland. 3Shape is a global company with presence in Europe, Asia, and the Americas.

Founded in 2000

For more information, visit our website: www.3shape.com and follow us on Instagram: https://www.instagram.com/3shape_ukraine/

You can contact our Talent Acquisition team via email: [email protected].