Customer Experience Manager

at  Radiometer

In our line of work, life isn’t a given - it’s the ultimate goal. When life takes an unexpected turn, our technology and solutions enable caregivers to make informed diagnostic decisions to improve patient care. This is our shared purpose at Radiometer and what unites all +4000 of us - no matter our roles or where in the world we’re located. Creating impactful innovations like ours, doesn’t happen overnight - it requires uncompromising persistency, passion, and a desire to make a difference. Here, you can learn, grow, and chart an uncommonly diverse career.
Radiometer is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.
The Customer Experience Manager is responsible for managing the design, implementation, monitoring and optimization of customer experience initiatives for Radiometer. The goal is to increase customer satisfaction across their many touchpoints with the company and ultimately ensure loyalty and retention.
This position is part of the Commercial Enablement team. We are located at the Radiometer HQ in Brønshøj, just outside of Copenhagen. Although the position is eligible for a hybrid work arrangement, ideally you would be based in the Greater Copenhagen Area.
At Radiometer, our vision is to improve global healthcare with reliable, fast, and easy patient diagnoses. As Customer Experience Manager, you will be a part of the Customer Experience &Training department and report to its Director, Ana Magalhaes.
If you thrive in a dynamic and international environment and want to work to build a world-class Customer Experience organization at Radiometer - read on.

THE ESSENTIAL REQUIREMENTS OF THE JOB INCLUDE:

• Experience of running CX programs locally / globally from end-to-end.
• Experience with customer journey mapping and CX KPIs.
• Ability to translate data into actionable insights and recommendations.
• Ability to communicate effectively both data-based analysis and conceptual proposals.
• Ownership of projects and accountability of results.

IT WOULD BE A PLUS IF YOU ALSO POSSESS PREVIOUS EXPERIENCE IN:

• Diagnostics and/or Life Sciences Industry.

• Monitor global and local customer experience (CX) KPIs through satisfaction and transactional surveys.
• Address gaps and tap into unmet customer needs through customer journey mapping.
• Ensure CX governance by working closely with local counterparts in designing, implementing and sustaining CX initiatives.