Customer Data & Insights Manager

Analysis & Analytics Posted date 29 August 2021 København3Shape

As one of the four 3Shape corporate strategy focus, we are a team that aims to transform the way we learn from our customers! We use data from our customer service channels to uncover experience gaps and advocate relentlessly across 3Shape to fill them. We also play an important internal role in creating a culture of continuous improvement that stimulates open communication and customer advocacy between teams!

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We work directly with the CEO, VP of Customer Care, and other senior leadership to drive the strategic direction. As a firm believer in cross-functional collaboration, we work with different functions across the value chain every day to ensure continuous improvement in Customer Experience and the delivery of the newly designed experience.

You will enjoy working with us if you like these things

  • Obsessive Customer Advocate – you live and breathe Customer Experience
  • Perpetual learneryou are passionate about feedback in every form and keen to learn from it quickly
  • Enthusiastic team player – you love working within a small team and making a significant impact
  • Relentless solution seeker – you like tackling complicated problems and have a knack for breaking them down to make the work manageable
  • Proud data nerd – you always ask “Hmm…I wonder if there is any data I could find to…”

About the role

Customer master data management

  • Support master data governance with definition and design of relevant customer master data KPIs
  • Perform data profiling, source system analysis, process analysis, and root cause analysis to propose improvement actions
  • Drive projects with cross-functional stakeholders to improve customer master data quality and integrity
  • Advice on data harmonization and data standardization

Customer insights analytics

  • Translate qualitative and quantitative customer data into improvement areas for customer experience
  • Develop compelling business cases centered around customer needs using data, in partnership with the Customer Advocacy Project Manager, to gain consensus for recommendations
  • Establish performance reporting of success metrics to supervise our progress against target customer intent journeys
  • Provide key Customer Experience data analytics support to various internal partners across the company

About you

  • You have at least 2-5 years of experience in a data management/analytics role
  • You have experience working with master and behavioral data
  • You are knowledgeable in data profiling, root cause analysis, and quality improvement
  • Proven track record of deriving and disseminate commercial insights from various data sources
  • You want to build a collaborative environment for cross-functional partnerships
  • You’re a clear and engaging communicator and fluent in English, both verbal and written
  • Experience with user profile service, CRM, AX(ERP), and PowerBI is a plus

About our offer

  • You will be working in a dynamic and agile environment and can expect to be both challenged and supported in your personal growth and development
  • You can expect a great work/life balance according to your individual needs and situation
  • An inspiring international environment with diverse, and highly skilled colleagues – we are more than 30 nationalities in our building
  • An opportunity to become part of the success that 3Shape has created over the past 20 years in a fast-paced, innovative, and globally oriented business environment
  • Your work location will be in central Copenhagen, close to Kgs. Nytorv in a modern and spacious office
  • Posted date 29 August 2021