Global Voice of Consumer & Knowledge Manager, Sennheiser (m/f/d) (Hannover, Germany)

Sonova
Hannover
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Analytical thinking","Stakeholder management","Communication","Influencing without authority","Content governance"]

Own the Voice of Consumer and knowledge management processes for the Global Service Competence Center. Turn end-user feedback from Zendesk and other sources into actionable insights for CXC, Product, Quality, Digital, and more. Govern and continuously improve internal service knowledge and external self-service content, establishing workflows for creation, review, localization, approval, and maintenance. Track KPIs, improve content for search and AI-assisted support, and ensure feedback drives service and product launches.

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FursaFursa
Sonova
Sonova
13 hours ago

Global Voice of Consumer & Knowledge Manager, Sennheiser (m/f/d) (Hannover, Germany)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own the Voice of Consumer and knowledge management processes for the Global Service Competence Center. Turn end-user feedback from Zendesk and other sources into actionable insights for CXC, Product, Quality, Digital, and more. Govern and continuously improve internal service knowledge and external self-service content, establishing workflows for creation, review, localization, approval, and maintenance. Track KPIs, improve content for search and AI-assisted support, and ensure feedback drives service and product launches.
Location: Hannover
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Translate consumer insights into clear recommendations for Service, Product, Quality, Digital, Marketing, and other stakeholders
  • •Develop decision-oriented reports and dashboards to help teams turn insights into measurable actions
  • •Own strategy and governance for internal service knowledge, customer-facing FAQs, and self-service content
  • •Establish end-to-end processes for content creation, review, approval, localization, publication, and ongoing maintenance
  • •Define and monitor Voice of Consumer and knowledge management KPIs; support launches by ensuring feedback and knowledge requirements are considered

Key Requirements

  • •Several years of experience in Voice of Customer and/or Consumer Insights, including building and managing customer feedback programs and improvement processes
  • •Strong analytical skills to translate qualitative and quantitative feedback into clear action plans
  • •Experience managing self-service content, knowledge bases, support documentation, and content governance
  • •Experience with omnichannel customer service platforms and reporting tools; Zendesk experience strongly preferred
  • •Fluent English with excellent communication skills; confidence influencing global and multicultural stakeholders without formal authority
Skills:Analytical thinkingStakeholder managementCommunicationInfluencing without authorityContent governance
Languages:English
Tech Stack:ZendeskDashboardsChatbotsAI-assisted supportKnowledge basesSelf-service contentOmnichannel customer service platforms

Company Brief

Sonova
Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stäfa, Switzerland
Founded: 1947
Website