Global Head of Customer Insights

The newly created position, Global Head Connected Customer Insights CCS, is a strategic role which will drive impact on the group’s business through connected customer data value generation. The Customer Insights Team will be responsible for deriving, co-creating and implementing use cases together with Straumann Group commercial organization, data teams as well as its strategic partners. The Head of Connected Customer Insights will develop, lead, and manage new customer analytics tools to generate the insights which will shape product strategy, marketing and commercial activities, and drive business impact through data-driven value creation across the portfolio of connected products. The objective will be to create a single, accurate view of our connected customers and implement tools to drive informed decision making on how to best acquire, retain and serve customers with a best-in-industry customer experience. The Head Connected Customer Insights will lead customer data structuring, analytics initiatives to improve our customer understanding on a global and local scale and leverage data analytics to generate insights that accelerate the scale, efficiency, and quality of our digital offerings.

The Head Connected Customers Insights will work closely with sales, marketing, product management, and data teams centrally as well as in the markets to develop the tools and use cases to drive growth with highly personalized offerings that will drive cross-and up selling and improve the customer experience.

**In this role, your primary responsibilities include**:
Data strategy
- Develop and implement the global customer insights strategy, roadmap and related insights governance across all our connected devices and solutions (intraoral scanners, treatment planning software and services, clinical services across the treatment workflow etc.)
- In alignment with the sales organization, lead the development of commercial use cases around the digital customer journey
- Capture value from usage data to drive incremental revenue, work closely with sales, product, marketing team to analyze and improve targeting and personalization of Straumann’s digital offerings to customers
- Foster customer centricity culture across the organization by utilizing data science and advanced analytics skills to help employees and the organization to gain a deeper understanding of our customers

Data mining
- Lead data mining initiatives within the CCS with the objective to find new opportunities, recognizing early signals, and provide recommendations where we can act along the value chain
- Map customer journey and develop customer micro-segmentation to ensure a better targeting
- Consolidate and leverage internal and external sources of datasets from brand partners (internal coDiagnostiX dataset, SAP EMS, ERP, BW ) to create a 360 view of customer that support strategic decisions and increase commercial impact of product launches

Data-to-action
- Together with the local sales organization, define, implement, and track actions based on customer insights to gain, retain and grow the customer base.
- Continuously collaborate with other data departments (Data & Tech, Commercial Excellence, Marketing ) to ensure full alignment regarding a holistic data strategy

You are
- Customer-obsessed and have a strong business acumen to build an inspiring customer insights vision and roadmap that play a critical role in the success of Straumann Group’s mission and vision
- Experienced in customer analytics and insights, data and digital solutions with a track record of using data in developing and delivering customer insights to drive rational decision-making and business growth
- An excellent collaborator with strong project
- and stakeholder management skills
- In-depth understanding of commercial business with the ability to influence, challenge and innovate to enable commercial strategic imperatives

Your profile:

- You are a master of two trades; Data analytics and business
- Commercially minded, business-savvy professional with strong technical skills in data analytics
- 10+ years’ professional experience with proven commercial impact turning data into insights.
- Fluency in spoken and written English, any other language is an asset
- Hands-on experience with advanced analytical tools - ability to translate insights into interactive, user-friendly and compelling reporting
- Comfortable presenting complex analysis in a simple, easy to digest way to sales and marketing teams as well as executive-level stakeholders.

Personality:

- Mature and grounded individual with high EQ, IQ and learning agility
- Calm and self-reflective individual who accepts feedback and is willing to learn from mistakes. Open, positive individual with a can-do attitude and respect for others
- High level of integrity, commitment, and ethics

Leadership:

- You build trust through authenticity; cultural awareness, diversity and inclusiveness are at the top of your ag