Senior Customer Experience Program Manager (Program & Platform)

We’re on a mission to become the most customer‑centric organization in the hearing‑care industry - and we’re looking for aSenior Customer Experience Program Manager to 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 you’re energized by building scalable CX capabilities, driving transformation across diverse markets, and owning a complex ecosystem of programs, tech, and governance — we’d love to meet you.

Key Responsibilities

• Create governance frameworks, documentation, best‑practice 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 best‑practice 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 process‑building skills
• Excellent communication; comfortable presenting to senior executives
• Structured prioritization and problem‑solving mindset

What We Offer

As one of the world’s leading hearing care providers headquartered in Switzerland, we’re 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