Sonova Group

Customer Experience Program Manager, Surveys & Operations

Sonova Group

full-time

Posted on:

Location Type: Office

Location: Berlin • Germany

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Manage end to end survey operations across multiple markets (APAC / China focus): NPS, CSAT, CES, relational & transactional survey programs
  • Set up, optimize, and quality assure surveys (sampling, targeting, translations, logic, representativeness, response rates)
  • Maintain and evolve dashboards and reporting structures, ensuring role based visibility for markets and leaders
  • Support the Senior Program Manager in managing our Qualtrics ecosystem: backlog, enhancements, testing, governance, vendor collaboration
  • Own day to day service management for survey and feedback operations (including service desks and ticket workflows)
  • Ensure high quality standards, disciplined processes, and consistent governance across countries
  • Work with external vendors and internal data teams to ensure smooth delivery and reliable system performance

Requirements

  • Hands on experience running CX survey programs (NPS, CSAT, CES)
  • Strong understanding of survey methodologies, sampling strategies, and drivers of representativeness & response rate improvement
  • Experience in dashboard setup & optimization: translating stakeholder needs into structured reporting
  • Experience managing service desks / ticketing workflows
  • Familiarity with CX platforms (Qualtrics or similar feedback management tools)
  • Strong documentation and process discipline; detail oriented and methodical
  • Ability to work across cultures; APAC and China experience is a strong plus.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
NPSCSATCESsurvey methodologiessampling strategiesdashboard setupreporting optimizationservice desk managementticketing workflowsdata analysis
Soft Skills
detail orientedmethodicalcross-cultural communicationprocess disciplinecollaborationquality assuranceorganizational skillsproblem-solvingstakeholder managementadaptability