Customer Experience Insights & Operations Specialist NEW

Job description

DNV is committed to placing customer centricity at the core of everything we do. By investing in Voice of Customer (VoC) as a strategic capability, we ensure that customer feedback and insights inform every stage of our business roadmap—from operational excellence and service delivery to continuous improvement and governance.

DNV is seeking a Customer Experience Insights & Operations Specialist to help turn this vision into reality. You will support the customer experience program by development and governance of technology, processes and people enablement, turning customer feedback into actionable insights that drive continuous improvement across DNV.

You will be part of a team of highly skilled colleagues with expertise in areas like digital customer experience, web development, analytics and brand strategy. In addition, you will collaborate closely with colleagues across Group functions, Business Areas, and Global Shared Services.

The role will be part of the Group Communications, Public Affairs and Sustainability function.

The working language is English, and this position is based in Høvik, Norway.

Key Responsibilities:

Operational Enablement

• Coordinate business requirements and manage backlog for VoC initiatives.
• Support execution of core VoC processes (e.g., close-the-loop workflows).
• Develop templates, automation, and enablement materials for business teams.

Platform & Governance

• Administer and optimize the Qualtrics VoC platform, including user management and integrations.
• Ensure compliance with governance frameworks and VoC standards.
• Act as support for business area VoC operations and organize a super-user community.
• Explore new technologies to expand feedback collection beyond surveys.

Insight & Analytics

• Own and maintain group-wide VoC dashboards and reporting.
• Synthesize feedback into actionable insights for leadership and embed data into strategic platforms (e.g., Salesforce).
• Standardize and professionalize VoC dashboard usage across the organization.

Continuous Improvement

• Monitor VoC performance metrics and identify optimization opportunities.
• Drive adoption of digital feedback channels and scale VoC capabilities.
• Align insights into CX leadership goals, including annual operating plan and NPS ambitions.

Working in a value-driven organization with a strong purpose of safeguarding life, property and the environment and a vision of being a trusted voice to tackle global transformations, we offer a great opportunity to use your skills to make a difference. We offer:

• A meaningful job with one of Norway’s most attractive employers.
• A strong company culture with an emphasis on competence development
• Great colleagues who value teamwork and support
• International working environment
• Hybrid model of work – meeting your team in our office in Høvik while still having home office possibilities
• Free shuttle bus transportation from Skøyen / Lysaker/ Sandvika
• Excellent sports clubs and facilities for exercise for employees to use

DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.

Skills & Qualifications

• A university degree (BA or Master) in Communication, Marketing, Business Administration, Technology, or a related field.
• Minimum of 5 years of experience in customer feedback management / Voice of the Customer programs, and CX analytics
• Knowledge of Qualtrics or similar VoC platforms.
• Knowledge of broader VoC/CX platform landscape: Digital behaviour analytics, qualitative research, brand insight, journey management
• Knowledge of CRM platforms would be beneficial, preferably Salesforce, and an understanding of how VoC processes connect and integrate within a wider technology landscape
• Knowledge of compliance and security processes: e.g. GDPR and privacy requirements,
• Ability to manage complex stakeholder environments and prioritise competing demands.
• Analytical mindset with experience in dashboarding, data synthesis, and KPI reporting.
• Excellent communication and facilitation skills for cross-functional collaboration
• Proficiency in English