Usability Expert for Global MS Dynamic 365 CE Implementation

If you are a magician in creating the best customer experience within standardized CRM systems such as D365 with all the limitations and possibilities such a system provides, then you may very well be the new colleague we are looking for.

As D365 CE is a standard solution with a wide range of configuration options, we expect that ~80% of your time will be to define great UX/UI within the standard application and that ~20% of the solution we will need to build off-standard flows, where you will need to apply your wider XU/UI competencies to define “green field” UX/UI. Hence UI experience is a solid part of your capabilities and interests.

Keep reading to know the importance of your job and how big an impact you have.

Our situation and focus

Demant develops and produces cutting-edge, high-quality hearing aids. In the retail division is the ‘Hearing Care IT’, which you will be part of. We provide +10.000 clinical employees with IT solutions that enable them to provide great customer experience every day.

Within the next 6-8 years we expect to have doubled the size of our frontline employees through acquisitions and organic grow. Based on the customer’s and user’s needs, we want to transform business needs into global scalable solutions delivering strong business impact.

We are therefore currently streamlining our entire value chain and replacing current solutions. More than 100 applications will be replaced during the next 6-8 years, and we will be implementing new CRM, ERP and supporting audiology solutions in +20 markets.

This year’s focus is building a global template and hereafter onboarding our markets, clinics and back-offices services to the new platform.

As part of our newly established program, you will be the Usability Expert on the new global Dynamics 365 CE solution, lead UX/UI across the Program, while having a base in one of the scrum teams.

Newly created job

We see great value in building digital usability capabilities in our organization, as we value a customer centric mindset and have created this new position for this purpose.

Your focus will be end2end user-journeys, usability, accessibility, employee branding, customer centricity etc.

You will:

• Define and govern a set of standardized digital design components to unify the navigation and user experiences – approximately 80% within standardized applications and 20% for designing off-standard flows, accommodating for market uniqueness.
• Facilitate workshops, making wireframes, clickable prototypes and final designs prior to development, as well as conducting user feedback loops to validate the solution.

From day one you will be engaged in the program, and together with our thorough on-boarding plan we will ensure that you land smoothly in the job.

The job is onsite in Smørum, just outside Copenhagen, with possibility to work from home a couple of days a week.

We expect a maximum of 15 travel days per year. Travel will most often be together with colleagues. For us work is not “just work”; we like to explore and do social activities together while traveling.

As the Program and onboarding of markets to the new platform, will extend over several years, indicating that your professional journey and opportunities will continue to progress. We encourage you to develop your career. If you wish, you can enhance your skills, pursue more specialized paths, or perhaps take on a new role. Of course, it all depends on timing as well. But as you may sense, we would like to keep you in Demant for as long as possible.

Part of the global team ‘Customer Engagement’ (CE)

You will be part of ‘CE’ in ‘Hearing Care IT’. We are a diverse team of Business Analysts, Application Specialists, Solutions Architects and Scrum Masters/Project Managers.

Our team places a high importance on team spirit and collaboration, and we are committed to support the growth strategy of our ‘Hearing Care’ division.

Besides your core team, you will be working collaboratively alongside a wide range of international team members and other colleagues in the Program. Together we define, design, develop and deliver the new Dynamics 365 global solution.

Dina Bjørn Andersen, Head of Customer Engagement, will be your manager. Dina is rather new to Demant; however, she has solid experience in managing global digital transformations and scaled implementations. Dina demonstrates integrity and a collaborative spirit. She is pragmatic, solution-oriented and down to earth. You will certainly enjoy working together with her as well as the other teammates.

Our expectations for your background

With a focus on enabling and helping our frontline colleagues to deliver better customer experience and reaching their business targets, you have solid experience in:

• Dynamics 365 CE or other CRM solutions, to where you have applied your usability expertise within the standard possibilities (~80%) as well as for custom build (~20%).
• Designing efficient workflows and simplified designs for high performing applications.
• Optimizing navigation, forms, views, dashboards etc. to improve user workflows.
• Making wireframes, clickable prototypes and final designs prior to development.
• Facilitating workshops when collecting needs, defining and designing solutions.
• Define, design and govern UX/UI design standards for both std. and off-std.
• How to utilize technology, are curiosity to investigate how new technology can be leveraged to drive better UX/UI – e.g. through applying AI.
• Working agile as we apply a Scaled Lean-Agile Framework and execute in iterations using Azure DevOps to prioritize and manage our work items.

Additional you:

• Might have knowledge about how to leverage low-code tools (Power Apps and AI) to enhance usability, automation and personalization.
• Can apply design thinking and service design as a holistic user centric approach.
• Know how to conduct research, user tests and integrate user feedback loops.
• Know who to define and implement Personas.
• Communicate effectively with both IT and business colleagues, serving as a bridge between the two. Others recognize that you present well-organized arguments and provide recommendations that reassure stakeholders.
• Are used to work with English as the company language.
• Value collaboration and teamwork.

How to apply

Send your application and CV no later than the 31st of May 2025.

We screen and invite candidates for interview continuously. Please note we only accept applications through our online application system.

If you have any questions regarding the position, please contact Dina Bjørn Andersen, Head of Customer Engagement, on dibj@demant.com.

We look forward to hearing from you.

At Demant we value diversity, equity, and inclusion (DE&I) and we are committed to creating an inclusive working environment. We welcome applications from alle qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality.