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). * Adapt global measurement methodologies to regional or functional contexts by collaborating with local teams. * Develop structured playbooks and toolkits that help teams act on insights and strengthen inner & outer feedback loops (without owning the loop governance). * 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. * Act as a coach and advisor, strengthening teams' ability to interpret CX data, understand drivers, and apply consistent measurement practices.
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