Customer Care Business Analyst

At GN Hearing, a part of GN, we're searching for our new Customer Care (CC) Business Analyst to join our team!
In this newly created role, you will contribute to our purpose of Bringing People Closer, focused on optimizing customer service processes across the EMEA region. This position involves developing and maintaining PowerBI reports, digitalizing workflows, and ensuring quality customer experiences through data-driven insights and process improvements. The role requires strong analytical skills, proficiency in MS Office, and the ability to navigate and implement change effectively.

The team you'll be a part of,
You will be part of the CC Service Optimization team. Our focus is on enhancing the customer service experience throughout the EMEA region. We are focusing on enhancing customer satisfaction through process digitalization, automation, and data-driven insights. The group works in close partnership with various collaborators, ranging from internal departments like Customer Service, Global Operations, and IT, to external entities such as clients, partners, and providers, aiming to guarantee a high standard of service delivery and ongoing enhancement.

Our team culture is centered around collaboration, innovation, and continuous improvement. We prioritize customer satisfaction and process optimization, providing a collaborative environment where team members are encouraged to discuss ideas, mentor each other, and deliver proactive solutions. We aspire to build positive relationships, both internally and externally, and to consistently enhance our service delivery through data-driven insights and digital transformation.

Your contribution is appreciated, and your main responsibilities will include:

• Developing and maintaining PowerBI reports to provide business insights.
• Structuring and aligning Customer Service processes across the EMEA region.
• Digitalizing and automating workflows to reduce manual processes.
• Supporting data alignment to ensure transparency of service activities across the EMEA region.
• Identifying and implementing improvements in systems and processes to enhance customer experience.
• Developing and maintaining tools to measure performance against internal KPIs and industry best practices.
• Utilizing data to prepare and present reports and make recommendations related to the customer service function.

To succeed in the role, we imagine that you have:

• Proven experience in developing PowerBI reports.
• Experience in process optimization to gain efficiency.
• Experience in implementing new ways of working to improve performance.
• Performance monitoring and the ability to identify corrective actions.
• Strong analytical, process management, and planning skills.
• Competence in MS Office programs (Excel, Word, Outlook, PowerPoint, and Visio).
• Understanding of SQL queries to extract data from various databases.
• Knowledge about RPA (Robotic Process Automation) implementation would be considered an asset
• Familiarity with Navision is beneficial
• Proficient in oral, written, and presentation communication
• Fluent in local language and English (both written and verbal)

In addition we imagine you to be customer focused and service minded, with comprehensive analytical, process management and planning skills:

• With a clear sense of conviction, approaching tasks with resolve and a timely responsiveness
• Able to build positive relationships; work with, support and influence stakeholders from various levels and locations
• Analytical and solution seeking, with an ability to work autonomously or part of a team, both physically and virtually

The travel requirements for the CC Business Analyst role at GN Hearing include 20-30 days of travel to subsidiaries annually.

At GN we pride ourselves on encouraging flexible working whenever possible. We trust our people to get the job done, to know when in-person collaboration is better than hybrid, and to be present when it's needed most.

We encourage you to apply
Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process
All applicants will receive equal consideration for employment. As such, we encourage you to submit your CV without a photo to ensure an equal and fair application process.

Should you have any special requirements for the Interview please let the hiring manager know upon accepting invitation to interview.

How to apply?
Use the ‘APPLY’ link no later October 16th. Applications are assessed on a continuous basis, so don’t wait to send yours.

If you would like to know more about the position, please contact Marianne Mæhre, Head of Service Optimization, [email protected] +45 602 44 705

On a time crunch?
Feel free to only submit your up-to-date CV including a few sentences outlining your motivation for applying – quick and easy.

Join us in bringing people closer
GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we deliver technology that enhance the senses of hearing and sight. We enable people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiast.

We hope you will join us on this journey and look forward to receiving your application.

#LI-GNGroup

Location: Ballerup