Customer Experience Business Analyst

About the job

Are you interested in discovering what truly drives customer satisfaction and loyalty? Do you thrive on turning data into actionable insights that improve the journey of our customers? 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.

Your Mission

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. As part of this, you will get to investigate, explore and connect data insights to suggestions for improvements across the organisation. You’ll play a pivotal role in identifying pain points and providing clear, strategic insights based on multiple data sources that help teams across the organization take action. In addition, you will also work in close partnership with the wider Customer Experience and Engagement team to support well-governed product launches by ensuring requirements are clearly defined, stakeholders are aligned, customer insights are incorporated, and delivery readiness is tracked against agreed success measures. This role is key to embedding customer-centric thinking into everything we do.

What You’ll Be Doing

• 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.

• Product launch readiness: plan, mobilise and govern teams across the broader Customer Experience and Engagement team to ensure product launch readiness.

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. Experience working with Data Analytics and tools is an advantage.

• Effective Communication Skills: you know how to tailor your message to different audiences, from operational teams to C-level executives.

• Customer-Centric Mindset: you’re driven by customer experience and value feedback to accomplish meaningful change. Experience within a commercial organisation is an advantage.  

• You possess a skill for expressing customer sentiments and perspectives effectively to various teams.

• Organized Approach: you’re proactive, structured, and thrive in a role where you manage your domain and drive change forward efficiently.

• You manage multiple workstreams effectively, with proficient ability to prioritize and keep stakeholders aligned.

Join us in shaping a company culture that makes Monday mornings worth it.

We are an exciting, visionary, and international place to work. But most of all, we are a diverse group of over 50 different nationalities who all contribute to an awesome company culture. We partake in social clubs, monthly Friday and various in-team activities as well. If that’s not enough, then add on:

• An attractive healthcare package to keep you fit and well.

• Breakfast every day, and a delicious and healthy lunch cooked by our private chefs.

• Good work/life balance e.g., flexible work from home policy.

• A joint purpose: to enable dentists to provide superior dental care to every patient, every time.

Staying true to our values and DEI efforts, we encourage all relevant applicants to apply, and we ask you NOT to add any photos or sensitive information (age, marital status, nationality) during the application process. We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

About us

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.