Enterprise Customer Experience Manager

At Straumann Group we're on an exciting journey of growth, innovation, and impact - driven by our mission to improve oral health and transform millions of lives worldwide. United by purpose, we bring our best selves to work every day, embracing a high-performance, player-learner culture that inspires collaboration, curiosity, and ambition. Here, you'll have the opportunity to take charge of your own career, harnessing your skills, passion, and enthusiasm for learning to continually grow and progress. Together, we're not just shaping brighter smiles, we're unlocking the potential of people everywhere, including our own.

The Enterprise Customer Experience Manager strengthens Straumann Group's partnerships with strategic enterprise customers, particularly Dental Service Organizations (DSOs), by turning customer insight into innovation opportunities and better end-to-end experiences.

The role leads customer discovery and co-creation activities, coordinates reference customer and customer advisory board programmes, and tests how Straumann solutions work together in real customer workflows before launch. It brings the voice of the customer into solution design, product decisions, and commercialization readiness.
The role works with product management, regional teams, and strategic customers.

Key Responsibilities

Customer discovery and innovation

• Identify customer needs, emerging trends, unmet workflow requirements, and opportunities to improve loyalty and deepen strategic partnerships.

• Translate insights into clear opportunity statements, solution concepts, and recommended next steps; coordinate co-creation and innovation workshops and projects with strategic customers.

• For selected opportunities, build a concise case covering expected customer value, business impact, feasibility, and implementation effort.

Reference customers and customer advisory boards

• Build and coordinate a reference customer programme for priority solutions, including identifying suitable customers and agreeing how they can support adoption.

• Establish and coordinate customer advisory boards to explore trends, gather feedback on priorities, and test early solution concepts.

• Synthesize insights from references, advisory boards, and customer engagement into actionable recommendations for internal teams.

Customer experience and solution design testing

• Plan and coordinate end-to-end customer experience and solution design testing before launch, confirming that products, digital solutions, integrations, and workflows work for enterprise customers.

• Capture issues, dependencies, and improvement opportunities; agree owners and follow through with Product, Engineering, Clinical, IT, and other teams.

• Share clear findings and launch recommendations so customer experience risks are addressed before release.

Solution readiness and cross-functional delivery

• Assess existing and upcoming Straumann Group solutions from an enterprise customer perspective, identifying gaps in clinical, operational, technical, and organizational fit.

• Clarify which capabilities are available, which require configuration, and which need further design or development; document requirements, risks, assumptions, and dependencies.

• Shape new or improved solution concepts with customers and internal teams, balancing customer value, feasibility, scalability, and delivery constraints.

• Coordinate actions across Product Management, Engineering, Clinical, IT, Commercialization, Implementation, Marketing, regional teams, and Enterprise Validation.

Your Profile - Qualifications

• 5+ years of experience in customer innovation, solution design, customer experience, product management, enterprise consulting, or a related field.

• Experience facilitating customer discovery, workshops, co-creation, advisory groups, or customer research.

• Experience translating customer needs into structured insights, solution concepts, requirements, or recommendations.

• Understanding of enterprise workflows and the needs of multi-site organizations, ideally DSOs or other healthcare groups.

• Strong project coordination skills and confidence working with senior customer stakeholders and cross-functional teams.

• Excellent written and verbal communication, facilitation, analytical, and presentation skills.

• A practical, customer-centred approach to identifying issues, aligning stakeholders, and following actions through.

• Fluent in English.

Preferred Skills

• Experience in dental, medical technology, healthcare, or another regulated industry.

• Experience developing customer references, testimonials, customer advisory boards, or strategic customer programmes.

• Familiarity with digital dentistry, intraoral scanning, imaging, laboratory workflows, practice-management systems, or dental IT environments is a plus.

• Experience with usability or experience testing, product launches, or commercialization evidence.

How success will be measured

• End-to-end customer experience issues and solution design gaps are identified early, assigned to owners, and addressed before launch where feasible.

• Customer discovery and advisory activities produce clear insights, prioritized opportunities, and agreed follow-up actions.

• Strategic customer innovation projects progress from discovery into co-creation, solution proposals, or delivery plans.

• Customer advisory board input informs trend assessments, solution priorities, and early concept testing.

• Reference customers and testimonials are available for priority solutions and support peer engagement with other customers.

• Customer feedback and innovation strengthen strategic partnerships and support adoption of Straumann Group solutions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.