Overview
Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people's hearing and health. In every aspect, from hearing devices, hearing implants, and diagnostic equipment, to intelligent audio solutions and hearing care all over the world, Demant is active and engaged. This position is hybrid in our Somerset, NJ office with expectations to be in the office Tuesday-Thursday. The Vice President, Customer Experience is to provide strategic and operational leadership for the U.S. Customer Experience function, owning the vision, operating model, and transformation roadmap that deliver a best-in-class experience for audiologist/dispenser customers and end consumers. They partner closely with the global Customer Service Excellence function to define the optimal blend of AI, digital self-service, and live-specialist service - evolving Demant's U.S. CX capability from operational strength to a source of commercial differentiation, customer loyalty, and sustained revenue growth. They own end-to-end customer journey strategy, U.S. contact center operations across three sites, experience measurement, and the workforce and technology plan required to scale both service quality and efficiency. They lead a team of approximately 110 FTEs across multiple contact centers, with accountability for a multi-million dollar budget and direct impact on annual U.S. revenue. The VP will play a critical role in accelerating Oticon's transformation from a service-led organization to a digitally enabled, experience-driven growth engine.
Responsibilities
Strategic Leadership & Vision
- Define, plan, and execute organizational goals and objectives for the Customer Experience function, including a clear threeyear vision
- Serve as a member of the U.S. Commercial leadership team, contributing to enterprise strategy beyond Customer Experience
- Champion a customercentric culture across the U.S. organization
- Influence Commercial, Product, and Operations leaders to embed CX metrics into core business decisionmaking
- Present CX performance, risk, and transformation progress to executive leadership and global stakeholders
Customer Journey Ownership & Experience Design
- Own the endtoend customer journey across presale, onboarding, fitting support, warranty, repair, and endconsumer touchpoints
- Partner with Commercial, Marketing, Product, Operations, and Production teams to identify friction, redesign processes, and resolve or expedite customer issues
- Map customer escalation points with defined resolution timelines and minimized wait times
- Drive bestinclass experience for audiologist / dispenser customers and end consumers
Human + AI Operating Model & CX Transformation
- Own the U.S. "human + AI" CX operating model, defining when automation versus live specialists are deployed across journeys and moments of truth
- Continuously rebalance automation and human interaction as capabilities mature, with accountability for deflection, containment, AHT reduction FCR, CSAT, and NPS
- Partner with the global Customer Service Excellence leader to codevelop and localize the CX technology roadmap (AI agents, chatbots, voice AI, avatars, agentassist, knowledge automation)
- Serve as the U.S. voice in global CX technology investments, ensuring alignment with U.S. regulatory (HIPAA, state licensure), reimbursement, and customerjourney requirements
Data, Measurement & Voice of Customer
- Establish CX scorecards to measure transaction and journeylevel performance (onboarding, repair, warranty, etc.)
- Link CX performance to commercial outcomes including retention, reorder rate, lifetime value, and share of wallet
- Own the Net Promoter Score (NPS) program and ensure a consistent, objective approach to CX excellence
- Build a closedloop Voice of Customer program integrating NPS, CSAT, CES, speech/text analytics, and social and review signals
- Establish the CX data foundation (unified customer profile, interaction data, outcome data) to enable AI training, personalization, predictive service, and proactive outreach)
Proactive & Predictive Service Strategy
- Build proactive and predictive service capabilities, including eventtriggered outreach
- Shift inbound volume toward valuecreating outbound engagement and relationshipbased care
Call Center Strategy & Operations
- Hold strategic and operational responsibility for three distinct call centers with deliberate market functionality
- Establish performance targets, service standards, and escalation models to drive consistency and outcomes
- Deploy agentassist, realtime coaching, and AIenabled quality monitoring, with the goal of scoring 100% of interactions
- Drive continuous improvement in productivity, quality, and customer satisfaction across all centers
Talent, Workforce & Organizational Development
- Manage multiple direct reports with accountability for performance management and development planning
- Own hiring, training, and development of CX staff directly and through leaders
- Understand customer segmentation and define differentiated outreach and engagement strategies by segment
- Reimagine specialist roles as AI augments routine work, upskilling teams toward complex problemsolving, clinical expertise, and relationshipbased care
- Develop workforce plans that flex staffing against automation gains with clear redeployment and careerpath options
Financial & Operational Accountability
- Own responsibility for a substantial operating budget, ensuring financial discipline and alignment with strategic priorities
- Maximize organizational effectiveness to deliver scalable, efficient, and highimpact Customer Experience outcomes
Qualifications
- Bachelor's Degree required, Masters preferred
- 8+ years of progressive leadership experience in customer experience, including leading multi-site contact center operations and enterprise-wide CX transformation initiatives
- Ability to drive performance improvement with quantitative data
- Experience working with call center systems, both phone and IT
- Experience in health care industry preferred
- Experience operating within a global, matrixed organization and influencing without authority across regional peers and global functional partners
- Demonstrated experience deploying conversational AI, IVR modernization, agent-assist, or contact-center-as-a-service (CCaaS) platforms at scale (e.g., Genesys, NICE, Five9, Salesforce Service Cloud, Zendesk)
- Track record of tying CX performance to commercial outcomes - retention, lifetime value, share of wallet, reorder rate - not only to operational KPIs
- Fluency with modern CX data and analytics capabilities, including speech/text analytics, unified customer data, and AI-driven personalization and workforce management
- Analytical and critical thinker with ability to connect multiple people to assess and propose improvements to the business
- Proven experience in driving change
- Experience in process mapping and redesign and organization effectiveness
- Proven experience in driving and improving team performance
What we have to offer: Medical, dental, prescription, and vision benefits
24/7 virtual medical care
Employee Assistance Program for you and your family
401(k) with company match
Company-paid life insurance
Supplemental insurance for yourself, your spouse/partner, and your children
Short-term and long-term disability insurance
Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
Pet Insurance
Commuter accounts The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. The starting pay range for this position is reasonably expected to be between $248,000 to $280,000 per year; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. #OTI_US #LI-HYBRID #LI-DM3
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Oticon, Inc
life insurance, parental leave, paid time off, sick time, 401(k)
Apr 28, 2026