Job Description
1) Collaborate with cross-functional teams to gather, analyze, and interpret customer feedback data, identifying trends and insights that drive improvements in the customer experience.
2) Develop and maintain a comprehensive understanding of the competitive landscape, industry trends, and customer needs to inform strategic decisions and initiatives.
3) Translate data insights into actionable recommendations and create solutioning for product, service, and process enhancements, working closely with the Customer Care and Operations teams.
4) Monitor key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), transactional satisfaction (TSAT), incoming contact, customer retention, and resolution time, and report on findings to stakeholders.
5) Facilitate the implementation of customer experience improvements, ensuring alignment with overall business objectives and customer-centric culture.

Job Requirements
1) Minimum of 5 years of experience in customer insights, customer experience or a similar role, preferably in a customer-focused industry.
2) Strong analytical skills, with the ability to manipulate and interpret complex data sets to uncover meaningful insights.
3) Excellent communication and presentation skills, with the ability to effectively convey insights
4) Demonstrated ability to work in a fast-paced environment, managing multiple projects simultaneously, and prioritizing tasks to meet deadlines.
5) A customer-centric mindset, with a passion for understanding and improving the customer journey.
6) Good to have a proficient in data visualization tools and statistical analysis software (e.g., SQL)