Are you interested in discovering what truly drives customer satisfaction? Do you thrive on turning data into actionable insights that improve the customer journey? At 3Shape, we’re looking for a motivated, analytical, and detail-oriented CX Project Manager, NPS to enhance our customer insight capabilities and ensure we’re continuously improving the experience for our global customer base.

Your Mission:

As the CX Project Manager, NPS, you will own and lead our Net Promoter Score (NPS) program—collecting, coordinating, analyzing, and interpreting customer feedback across touchpoints and regions. You’ll play a pivotal role in identifying pain points and providing clear, strategic insights that help teams across the organization take action. This role is key to embedding customer-centric thinking into everything we do.

What You’ll Be Doing:

• Own the NPS Process: Coordinate and manage all aspects of the NPS lifecycle—from survey design and deployment to analysis and reporting.
• Analyze Customer Feedback: Collaborate with the Data and Insights team to translate complex data into clear, actionable insights, identifying root causes of customer dissatisfaction and opportunities for improvement.
• Manage Insight-Driven Change: Deliver strategic recommendations to stakeholders at all levels, helping shape initiatives that elevate customer satisfaction and loyalty.
• Oversee the NPS Action Plan: Propel efforts, assess priorities, and provide updates on a cross-fiunctional NPS action plan
• Facilitate NPS Board Meetings: Prepare and present monthly insights to the NPS board and senior leadership, ensuring customer voice is at the center of strategic decision-making.
• Cross-Functional Collaboration: Work closely with teams across Product, Support, Sales, and Marketing to ensure feedback is acted on effectively and consistently.
• Develop Reporting Tools: Build and maintain dashboards and reporting frameworks that make customer insights easily accessible and impactful across the business.
• Train and Educate: Ensure the organisation understand all elements of the NPS lifecycle, advocating the importance of NPS and customer satisfaction in general

What You’ll Bring:

• Organized Approach: You’re proactive, structured, and thrive in a role where you manage your domain and drive projects forward efficiently.
• You possess a skill for expressing customer sentiments and perspectives effectively to various teams.
• Analytical Skills: You are adept at working with both quantitative and qualitative data and can translate complex feedback into actionable business insights.
• Effective Communication Skills: You know how to tailor your message to different audiences, from operational teams to C-level executives.
• Detail-Oriented Planning: You manage multiple workstreams effectively, with proficient ability to prioritize and keep stakeholders aligned.
• Customer-Centric Mindset: You’re driven by customer experience and value feedback to accomplish meaningful change.
• Join us in shaping a company culture that makes Monday mornings worth it.

We are an exciting, visionary, and international place to work. But most of all, we are a diverse group of over 50 different nationalities who all contribute to an awesome company culture. We partake in social clubs, monthly Friday and various in-team activities as well. If that’s not enough, then add on:

• An attractive healthcare package to keep you fit and well.
• Breakfast every day, and a delicious and healthy lunch cooked by our private chefs.
• Good work/life balance e.g., work from home policy for up to 2 days per week.
• A joint purpose: to enable dentists to provide superior dental care to every patient, every time.

Staying true to our values and DEI efforts, we encourage all relevant applicants to apply, and we ask you NOT to add any photos or sensitive information (age, marital status, nationality) during the application process.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

About us

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world.