User Experience & Usability Specialist

Lead the future user experience as part of a global IT/business transformation

If you are skilled in enhancing user experiences within standardized CRM systems such as D365, effectively managing the system's limitations and benefits, you could be the User Experience & Usability Specialist that fits our team well.

As D365 CE is a standard solution with a wide range of configuration possibilities, we expect that ~80% of your work will be defining great UX within the standard application. For ~20%, we foresee a need to build non-standard flows. You will be utilizing your core UX competencies applying tools, methods and processes to define great UX, supplemented by your knowledge and a strong interest in CRM to leverage standard and in UI to ensure high usability.

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

Our situation and focus

Demant develops and produces cutting-edge, high-quality hearing aids. Our department, ‘Hearing Care IT’, which you will be part of, serves our Global Retail Division, and provides +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 customers, business and users’ (frontline employees’) needs, we aim to define, develop and deliver global scalable solutions that support the growth agenda and enable efficient and effective operations.

We are currently streamlining our entire value chain and replacing current solutions. +100 applications will be replaced during the next 6-8 years, as we are 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-office services to the new IT platform.

As part of our newly established program, you will be the User Experience & Usability Specialist on the new global Dynamics 365 CE solution, leading UX across the Program.

Bring UX capabilities to our program

We see great value in building digital user experience capabilities into our organization, as we value a customer/user centric mindset and have therefore established this new position.

Your focus will be to ensure great UX for frontline colleagues, allowing them to offer premier customer experience and set the highest standards of care in the market.

You will:

• Conduct user research to uncover needs, behaviors, and pain points, and translate insights into actionable design and solution improvements.
• Collaborate closely with scrum teams to embed a user-centric mindset, introducing personas and design principles ensuring a high usability.
• Define and govern a set of standardized digital design components to unify the navigation and user experiences – approximately 80% within configurable applications and 20% for designing non-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 of Copenhagen, with possibility to work from home 1-2 days a week. We expect a maximum of 20 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.

We encourage you to develop your career. If you wish, you can advance your skills, pursue a specialized career path, 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 work 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 has solid experience in managing global digital transformations and scaled implementations. Dina demonstrates integrity and a collaborative spirit. Dina is pragmatic, solution-oriented and down-to-earth, and prioritizes providing servant leadership.

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 configurable options (~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 prior to development.
• Facilitating workshops when collecting needs and defining solutions.
• Define and govern design standards for consistency, accessibility and simplicity.
• How to utilize technology, are curiosity to investigate how new technology can be leveraged to drive better UX, e.g. by applying AI.
• Define and implement Personas and User Groups.
• How to work Agile and can use Azure DevOps to prioritize and manage work.
• 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.
• Might have knowledge about how to leverage low-code tools (Power Apps and AI) to enhance usability, automation and personalization.

Additional you:

• Are proficient in making and communicating UX activities, roadmaps and prioritizations.
• 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 21st of September 2025.

We expect the 1st interviews: 26th of September and the 2nd interviews : 2nd, 3rd and 6th of October.

If you have any questions regarding the position, please contact Dina Bjørn Andersen, Head of Customer Engagement: dibj@demant.com. Please note that we do not accept applications from external recruiters, and we only accept applications via our recruitment systems.

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.