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Job Description
Job Accountabilities - Key Accountabilities
Data Analysis & Insights:
- Collect and analyze customer feedback, surveys, and behavioral data to identify pain points and improvement areas.
- Evaluate end-to-end customer experience and recommend enhancements to improve engagement and retention.
- Prepare regular reports and dashboards on customer satisfaction metrics (e.g., NPS, CSAT, CES).
- Partner with Product, Marketing, and Operations teams to implement customer-centric initiatives.
- Identify gaps in service delivery and propose actionable solutions to optimize customer experience.
- Act as an advocate for customers by ensuring their feedback informs business decisions.