End User & Customer Insights Manager
End User & Customer Insights Manager
On behalf of GN Hearing, we are now looking for a customer-passionate and business-minded End User & Customer Insights Manager. You will have the exciting role being a central customer advocate - representing the voice of our hearing care partners and the end users of our hearing solutions across the business, distilling critical insights that help us make informed business decisions, and being targeted with our future offerings and communication to realize customer and user value.
About GN Group & GN Hearing
The GN Group is global leader in intelligent audio solution that enables people to Hear More, Do More and Be More than you ever thought possible. Inspired by people and driven by our innovation leadership, we leverage technological synergies between our hearing and audio divisions to deliver unique and increasingly individualized user experiences in our products and solutions. More than 150 years ago, GN was founded with a truly innovative and global mindset. Today, we honor that legacy with world-leading expertise in the human ear, sound and video processing, wireless technology, miniaturization, and collaborations with leading technology partners. GN's solutions are marketed under reputed the brands ReSound, Beltone, Interton, Jabra, BlueParrott and FalCom in 100 countries. The GN Group employs 6,500 people and is listed on Nasdaq Copenhagen (GN.CO).
Every day, we in GN Hearing work with a mission - transforming lives through power of sound. We care about people that are impacted by hearing loss and create medical grade hearing aids and hearing solutions that aim to enhance their lives. With an inherent curiosity and drive to challenge ourselves and innovate we have repeatedly set standards in better hearing for the benefit of the user. The industry we operate in is at the exciting cross-roads of advanced technology, communication, science, and health care. Combining this with accelerating digitalization, increasing consumer choice and empowerment creates an environment that makes working in GN Hearing fast paced, embracing change a necessity, and leading transformation a fantastic opportunity.
This is a critical new role within our Marketing & Commercialization organization and has an important role in our ambition to further develop new ways of working in the central part of our marketing network. Our drive is to become even more customer centric, work with a digital-first approach and commercial mindset, deliver tangible long-term outcomes, and operate truly networked within the business. As part of this, we are currently strengthening many of the critical competencies, such as customer insights, proposition development, digital planning and activation, and are creating a more flexible, hybrid in-house creation set-up.
Hence, you will join our organization at a time where you can truly make an impact as we are further building and strengthening our customer insights competence across the business from day one. Your role as End User & Customer Insights manager will to be the voice of the end user and or professional hearing care partners to the business. With your experience and competence you will structure and develop our customer insights practice within marketing, and together with the wider network of insights and analytics specialists in the business drive, increase customer understanding and customer-focused practice across GN Hearing.
The focus of your work will be to utilize available primary and secondary research and data sources, as well as lead mostly quantitative but equally possess the foundational skills for qualitative research to create a deep understanding of our audience segments, allowing us to develop differentiated and relevant value propositions, that are validated and communicated based on tested messaging. You are a specialist in quantitative research, advanced survey design, and can leverage a strong behavioral science background to truly uncover audience needs, attitudes, motivations, preferences, and triggers for behavior, and quantify insights. In addition, you possess a sound skillset in research design and interview methodology needed in particular to test proposition and messaging. You are digitally savvy with a toolbox of remote research methodologies, experienced in data modelling and analytics and statistics, able to utilize digital data sources like patient and CRM data bases, big data with hearing aid and app data, as well as digital platform and social media analytics.
As End User & Customer Insights Manager, with a strong commercial understanding, you are versed to synthesize insights, prepare and communicate them in a way that allows the business to take informed decisions – with the end user and customer in focus. Ideally you have experience from developing and successfully implementing a customer segmentation model in a business as a strategic tool for business planning, offer development, and targeting. You are a transformational and inspiring leader that infuses customer centric thinking and acting in colleagues, that shares insights across the business, and is driven to increase the level of end user and customer understanding across GN Hearing and wider GN.
As End User & Customer Insights Manager you will report to the Senior Director, Head of Marketing Insights & Planning, Nikolaus Scheurer, and work from GN’s headquarters in Ballerup, outside Copenhagen, Denmark. In usual times, this role will include travel days. In the current situation Teams is used to make work even more flexible, digital, and collaborative.
Your key responsibilities include:
- Structure and develop the end user and customer insights practice within marketing and jointly with the network of insights and analytics specialists across the organization
- Act as a true end user and customer ambassador, holding and sharing fundamental insights about our audiences with relevant stakeholders and making insights proactively accessible across GN
- Use primary and secondary data sources in a smart and efficient way to extract insights, and conduct quantitative and qualitative research to create new insights about target audiences, and to validate value propositions
- Further develop and implement a foundational model for end user archetypes allowing to segment and target across GN, and work on creating fundamental insights in needs and opportunities with hearing care professionals
- Synthesize end user and customer insights and bring them in context to market and business data allowing the business to take informed decisions
You are an experienced customer insight professional with a minimum of 5 years of experience in a comparable role with a truly global business, or having worked in an agency as insights specialist or senior researcher with global clients. Potential past and/or current role titles include Marketing Insights Manager, Customer Insights Manager, User Insights Specialist or Market Research Specialist. Experience within health care, medical, or MedTech industries is a clear plus, appreciating the different audiences of end users on the one, and hearing care professionals and business customers on the other side. You have shown to have business acumen, understanding what insights enable a business to take fundamental decisions on a planning, portfolio and offering level.
You are a hands-on doer, independent and self-driven, a strong collaborator and skilled in managing a broad stakeholder audience from senior management to functional experts. Your project management skills need to be exceptional, being able to juggle multiple projects and priorities at a time, managing external partners well and on a tight budget. Communication is a clear strength – from copywriting, to survey design and questionnaires, to creating presentations and content, and able to present insights in an engaging way to senior and varying audiences, guiding discussion and advising in business decision making contexts. You are internationally versed and globally minded, speak and write English and Danish on a native level, and if further languages at a professional level, it will be a plus.
If you wish to know more about the job, please contact Dorthe Jensen by mail: firstname.lastname@example.org