Customer Insights Specialist

About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 130 countries. Our growing talent pool of over 2200 employees spans 50 nationalities.

3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues' mental health by implementing different activities.

About the role:

We are looking for a Customer Insights Specialist in 3Shape Ukraine office which is an integrated part of Customer Experience & Engagement organization at 3Shape. This role enables a smooth customer journey by turning insights into action and driving readiness for successful product launches. Through collaboration across regions and functions, and strong commitment to customer feedback, we deliver commercial value and strengthen customer trust

Your key responsibilities will be:

1. Providing Actionable Insights
We create awareness of customer gains and pain points to guide prioritization and effective action.

This includes:

• Analyzing support case trends and escalating recurring issues to Product Creation Teams
• Conducting deep-dive analyses on critical CX challenges and recommending improvements
• Coordinating customer escalations and feature requests, ensuring alignment between customer-facing teams and Product Creation

2. Ensuring CX Readiness and Successful Product Launches
We work on CX readiness for new product launches and maintain post-launch customer satisfaction.
This includes:

• Participating in product launch projects to represent the voice of the customer
• Coordinating launch readiness activities across CXE teams
• Driving post-launch Hypercare to secure cross-functional alignment and resolve issues quickly
• Transitioning product support to business-as-usual after Hypercare period concludes

To succeed in your role, you should possess the following skills and competencies:

• Data analysis, data storytelling, ability to turn data into actionable recommendations
• Project management skills
• Collaborative & Customer-Centric mindset
• Excellent presentation & communication skills; Fluent English
• Strong problem-solving skills
• Technical Proficiency in CRM, Power BI, Databricks is a plus
• 3Shape Product knowledge would be an advantage

Other Skills: 

• Strong ability to learn and rapidly acquire new skills
• Business acumen: Ability to work with business stakeholders, contextualize business problems/inefficiencies & devise adequate recommendations
• Ambition to take ownership, lead projects/initiatives end-to-end 

Being the part of us means:

• Meaningful work that helps to change the future of dentistry
  
• Work in a unique professional, friendly and supportive environment
• Constant professional growth and development
• A healthy work-life balance
• Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc
• Breakfasts and lunches in the office
• Good working conditions in a comfortable office in UNIT.City
• A parking lot with free spaces for employees
• Occasional business trips to Western Europe
• Opportunity to become a part of the success that 3Shape has created over the past 25 years.