Description

We're on a mission to become the most customer centric organization in the hearing care industry - and we're looking for a Customer Experience Program Manager (Surveys & Operations) to help us get there.
In this global role, you'll be at the core of how millions of B2C customers across APAC and China experience our products and services. If you're energized by running scalable VoC operations, optimizing survey journeys, ensuring data quality, and supporting continuous improvement across diverse cultures - we'd love to meet you.

Key Responsibilities

• 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

What You Bring

• 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

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 opportunities for both your professional and personal development and growth.

• Shape a global CX transformation from the ground up
• 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.

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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