Digital CX Operations Manager

4 weeks ago

Copenhagen, Copenhagen, Denmark WSAudiology Full time

Driven by the passion to improve quality of people's lives, WS Audiology continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

We are seeking a Digital CX Operations Manager to manage a seamless integration of business, design, technology, and agile delivery across our digital initiatives.

This role combines the structured orchestration of a Release Train Engineer with the creative problem-solving and process optimization of a Design Operations Manager. You will be at the heart of our digital transformation, enabling cross-functional teams to work coordinated to create remarkable customer experiences.

The Team

You're joining the CX & Design Center of Excellence (CoE), a newly established team uniting 45 designers, researchers, and writers to enhance WSA's digital customer journeys (B2B & B2C). As part of the leadership team, you'll contribute to shaping the CoE, navigate obstacles, and advance progress. Collaborating with Global Marketing, IT, and R&D, you'll create remarkable customer experiences for brands like Signia, Widex and Rexton in our global, multibrand, multichannel environment—offering plenty of opportunities to innovate digital experiences while having fun along the way.

What you will do
  • Work closely with CX & Design leadership and key stakeholders across design, business, and IT to establish a scalable and customer centric way of working - from project based to journey- and product led in a scaled agile set-up.
  • Collaborate with Experience Leaders, Product Managers, Product Owners, and agile teams to develop a common and aligned agile toolbox, always taking the customers' point of view.
  • Engage in discussions on the tech stack with enterprise- and solution architects, PM's and more ensuring our efforts are coordinated with both a long- and short-term view across the initiatives.
  • Bridge user needs, business goals and IT requirements to establish and govern realistic and holistic roadmaps across CX & Design.
  • Increase and maintain CX & Design productivity by introducing valuable methods, tools and standards connected to our agile delivery model and operations aiming to be more data driven.
  • Host and facilitate key formats like joint planning sessions and sharing info across the teams to ensure a more transparent and coordinated way of working.
  • Manage our CX & Design workstreams and ensure proper gates to validate what we do, e.g., via built-in user testing and customer data dashboards.
  • Coordinate and administrate tools like Figma, Phrase, Adobe Analytics, Azure DevOps, testing tools and others to ensure everything is up and running for working across disciplines.
  • Keep track of and document best practices to be able to extend and scale our way of working.
About You

You thrive in building and optimizing structures with a practical, results-driven approach. As a structured coordinator, you keep track of work across the portfolio, ensuring alignment with stakeholders and teammates. You utilize agile and design best practices while setting new standards, including exploring AI opportunities.

Beyond operations, you contribute to meaningful customer experiences, supporting products that allow people reconnect with loved ones and society. Whether in B2B or B2C, you promote innovation and efficiency to remove the stigma of hearing loss and create high-quality global experiences.

To summarize, we are hoping to see the following qualifications in you:

  • Master's degree in design, engineering, or business with a primary focus on understanding customer needs as the outset for what to do, when and how.
  • 5-10 years of work experience within agile and design thinking processes from a corporate company, where you have been part of maturing the ways of working.
  • Highly motivated to support the anchoring of key customer journeys and connected data points as the outset for work across brands, products, and services in close collaboration with many different stakeholders.
  • A great collaborator building trust and confidence towards our many stakeholders.

The corporate language is English, so you need to have professional proficiency in English both verbally and in writing.

The benefits

The working environment at WS Audiology is informal but we are result-oriented and focus on creating the best possible products and services. You can expect a working culture with a large degree of freedom under responsibility.

Our values focus on teamwork across functions, pioneering for better solutions, and the passion to make an impact. So, if you can see yourself in those values, you will be an asset to our team.

The benefits we can offer include an advantageous pension scheme with health insurance, sports and arts club, and good canteen facilities.

Our Danish headquarter is based in a CO2 neutral and modern facility with beautiful surroundings in Lynge, close to Allerød, north of Copenhagen, Denmark.

Sounds wonderful? Join us

Please submit your CV as soon as possible. We will screen and invite candidates for interviews on an ongoing basis, but the latest deadline is 15th of March 2025. In case you have any questions, you are more than welcome to contact jesper.moerch@wsa.com.

Who we are

At WS Audiology, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

#J-18808-Ljbffr

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