Join to apply for the Senior Customer Experience Manager EMEA role at Align Technology
Department: Finance
Location: EMEA-Switzerland-HQ
Description
We are looking for a Senior Customer Experience Manager (EMEA) to lead the CX strategy and execution of customer experience initiatives across EMEA. In partnership with regional leadership teams, this role will be responsible to drive a customer‑centric culture, optimize end‑to‑end customer experiences, and translate insights into actionable improvements. This role is based in Rotkreuz, CH and reports into the Senior Director Customer Experience & Continuous Improvement.
Key Responsibilities
Regional CX Strategy
* Setting annual regional CX targets and KPIs (e.g., NPS, EOB)
* Defining critical initiatives, tasks, and required OPEX to deliver against agreed CX goals
* Continual performance monitoring and course correction
* Inspire change across the organization
Voice of Customer
* In partnership with CX Analytics, define and implement customer feedback mechanisms
* Analyze, evaluate and prioritize customer feedback to identify key customer trends and friction areas
* Develop and manage mechanisms to share and socialize feedback internally, ensuring customers are represented in decision making and drive action and improvement
Customer Improvement
* Define regional customer improvement priorities, ensuring that every region has an agreed top 3 list of the customer areas to fix
* Support and run CX improvement projects to address known friction areas
* Partner with regional Marketing and Commercial Excellence teams to commercialize CX and Service improvements
* Implement effective mechanisms to close the loop on ALL customer feedback and establish an effective resolution escalation process
Customer Culture
* In partnership with HR, develop initiatives to drive employee awareness of our customer values and develop relevant skills and capabilities
* Develop and implement customer recognition programs
* Lead regional internal events, including Align’s annual CX Week
Skills, Knowledge & Expertise
* Experience level: 10+ years of related experience in Customer Experience, Sales Operations or Marketing
* Experience type: Change management, cross‑functional program management, customer journey mapping and design, voice of customer and data analytics, team training & development, strategy development
* Skills: Project management, data analysis and insight translation, stakeholder management, communication and influence, strategic thinking
* Culture / values: Team orientated, empathetic, structured, proactive, results / impact orientated
* Education: Minimum a Bachelor Degree
Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
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