Senior Customer Experience Program Manager (Program & Platform)

Sonova Group

Medizintechnik

Berlin

Art der Beschäftigung: Vollzeit
Vor Ort
Zu den Ersten gehören

Über diesen Job

Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Berlin, Germany

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 a Senior 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

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

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