Vice President, Customer Experience

Department Oticon Customer Experience
Job Locations US-NJ-Somerset
Job ID


Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.


The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries.


Oticon’s mission began more than 100 years ago. In 1904, Oticon founder Hans Demant wanted to help his hearing-impaired wife live a better life, introducing her to one of the world's first electronic hearing aids.

From this foundation of care, Oticon grew with a passion to help people who need hearing support. We work constantly towards our vision of a world where innovative hearing technology provides meaningful, life-changing benefits for people with hearing loss.


  • Define, plan and execute organizational goals and objectives of the customer experience department
  • Coordinate among different departments to identify and optimize customer experience by understanding interactions, revising scripts and process mapping for efficiency
  • Map out customer escalation points with defined times for resolutions and minimizing wait times for customer
  • Establish performance targets and standards to drive team performance
  • Manages several direct reports and will be responsible for their performance and development plan
  • Establish customer scorecard to monitor how changes impact sales
  • Understand customer segmentation and define unique strategies against segments from a customer outreach perspective
  • Overall responsibility to hire, train, develop staff both independently and through direct reports to build a high performing, engaged team.
  • Responsible for a substantial financial budget and will drive to ensure budget requirements are maintained
  • Responsible for the strategic intent and operations of three distinct call centers with deliberate market functionality
  • Driven toward maximizing effectiveness of their organization in an effort to drive a best-in-class customer experience for both audiologist / dispenser customers and consumers/end users.  
  • Work directly with production team to ensure customer service opportunities and issues are addressed and/or expedited
  • Responsible for the Net Promoter Score program to ensure a consistent, objective approach to customer experience excellence is maintained



  • Bachelor’s Degree required, Masters preferred
  • At least 8 years of experience managing a customer service/experience team
  • Ability to drive performance improvement with quantitative data
  • Experience working with call center systems, both phone and IT
  • Experience in health care industry preferred
  • Analytical and critical thinker with ability to connect multiple people to assess and propose improvements to the business
  • Proven experience in driving change
  • Experience in process mapping and redesign and organization effectiveness
  • Ability to drive and improve team performance

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.


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