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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.

Warszawa, Poland

Customer Experience Analytics Manager (m/f/d)

 

More about the role

 

Join our global Customer Experience organization and play a strategic role in transforming how customer and operational performance is measured, analyzed, and continuously improved across international markets.

 

As Customer Experience Analytics Manager, you will define and evolve global performance frameworks, develop executive reporting and analytics capabilities, and turn complex data into actionable business insights. Working closely with Customer Experience, Operations, Data Science, IT, and business leaders worldwide, you will help shape data-driven decision making, drive operational excellence, and accelerate the adoption of AI-enabled analytics across the organization.

 

This is a strategic individual contributor role, offering significant global exposure and the opportunity to influence business decisions across a complex international environment.

 

 

More about the role

 

  • Define and continuously improve global Customer Experience and Operations performance frameworks, KPI governance, and measurement methodologies across markets.
  • Design, develop, and optimize executive dashboards, scorecards, and reporting solutions in Power BI, translating complex data into meaningful insights and business recommendations.
  • Partner with business leaders to define reporting requirements, establish meaningful KPIs, and enable data-driven performance management across global functions.
  • Drive the adoption of AI-enabled analytics, intelligent automation, and self-service reporting capabilities to improve operational efficiency and decision making.
  • Collaborate with Data Science, IT, Data Engineering, and Governance teams to ensure high-quality data and leverage advanced analytics, including predictive models and sentiment analysis.
  • Act as a trusted partner to global markets by helping teams understand performance drivers, identify improvement opportunities, and share best practices across regions.
  • Champion continuous improvement by combining analytics, business expertise, and emerging technologies to enhance customer experience and operational performance.

 

More about you

 

 

  • 5+ years of experience in Business Intelligence, Business Performance Management, Analytics, Strategy, Operations, or a similar data-driven role within a large international organization.
  • Solid hands-on experience with Power BI (including DAX and Power Query) and good SQL skills.
  • Proven experience designing KPI frameworks, executive dashboards, and translating complex data into actionable business insights for senior stakeholders.
  • Experience working within large, global, matrix organizations and collaborating across multiple business functions.
  • Strong stakeholder management, communication, and influencing skills, with the ability to explain analytical insights to both technical and non-technical audiences.
  • Interest or practical experience in AI-enabled analytics, intelligent automation, or implementing AI capabilities within reporting and dashboard solutions.
  • Fluent English.

 

 

Nice to have

 

  • Experience with Databricks, Google Analytics, Salesforce, SAP Analytics Cloud (SAC), or similar analytics platforms.
  • Experience in the MedTech industry or another complex, highly regulated global environment.
  • Exposure to predictive analytics, AI/ML-driven insight platforms, or digital transformation initiatives.

 

 

More about 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 training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans. 

 

 

Application process

 

 

Magdalena Suszek, Talent Acquisition Partner, is looking forward to receiving your application via our online job application platform, including your CV and cover letter.  For this vacancy, only direct applications will be considered

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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