Lead deep dive analyses on NPS, journey metrics, and verbatims, correlating them with performance results and key drivers. * Conduct deep‑dive analyses across customer feedback, journey metrics, behavioral indicators, and operational data to uncover key drivers of satisfaction, friction, and loyalty. * Adapt global measurement methodologies to regional or functional contexts by collaborating with local teams. * Partner with cross‑functional corrective action owners to define success metrics, improvement indicators, and test‑and‑learn hypotheses, and develop insight‑driven reports that communicate achievements to commercial teams and, where relevant, directly back to customers.
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