Maintain awareness of CX tools, analytics techniques, dashboarding practices, and measurement standards; recommend improvements where relevant. * Lead deep dive analyses on NPS, journey metrics, and verbatims, correlating them with performance results and key drivers. * Ensure methodological rigor, consistency, and data governance by working closely with CX Digital & Information teams on metric definitions, master data alignment, and tool adoption (Qualtrics, SFDC). * Conduct deep‑dive analyses across customer feedback, journey metrics, behavioral indicators, and operational data to uncover key drivers of satisfaction, friction, and loyalty.
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