Develop, maintain, and continuously refine end‑to‑end CX measurement frameworks that standardize how experience drivers relate to loyalty, financial outcomes, and operational behavior. * Conduct deep‑dive analyses across customer feedback, journey metrics, behavioral indicators, and operational data to uncover key drivers of satisfaction, friction, and loyalty. * Integrate customer satisfaction metrics (NPS, CSAT, CES), behavioral analytics (referrals, retention, usage), and operational indicators (latency, complaints) to create a holistic view of customer satisfaction across key journeys moments.
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