CX Business Analyst

About the Position

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 with 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 2,000 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.

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About the Role

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.

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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 prioritized 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 organization understands all elements of the NPS lifecycle, advocating the importance of NPS and customer satisfaction and loyalty.

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Requirements

• Analytical Skills: Adept at working with both quantitative and qualitative data and can translate complex feedback into actionable business insights.
• Customer-Centric Mindset: Driven by customer experience and value feedback to accomplish meaningful change.
• Effective Communication Skills: Know how to tailor your message to different audiences, from operational teams to C-level executives.
• Organized Approach: Proactive, structured, and thrive in a role where you manage your domain and drive change forward efficiently.
• Detail-Oriented Planning: Manage multiple workstreams effectively, with proficient ability to prioritize and keep stakeholders aligned.

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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.

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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.

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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].