About the role
• Voice of Customer (VoC) Programs
Design and execute CX initiatives to capture NPS, CSAT, and App feedback across key customer touchpoints.
• Survey & Event Design
Collaborate with Salesforce and product teams to define event triggers and craft effective survey questions.
• Feedback Analysis
Analyze structured and unstructured customer feedback to generate actionable insights and build a comprehensive VoC narrative.
• CX Reporting & Insights
Develop regular reports and dashboards on customer attributes such as category, order placement, and funds transferred, tying feedback to behaviors and lifecycle stages.
• CX Forums & Stakeholder Engagement
Facilitate cross-functional CX forums with business leaders, ensuring alignment on key issues and opportunities.
• Journey Improvements
Partner with product managers to embed customer-centric design into end-to-end journeys, addressing friction points and improving overall experience.
• Contact Ratio Analysis & Deflection Strategy
Analyze contact ratios and identify high-volume drivers. Work closely with chat and IVR product leads to suggest self-service deflection points, reduce contact volumes, and improve resolution efficiency.
• CX Enablement for CS & Sales
Collaborate with Customer Service and Sales teams to co-create and run programs that enhance customer satisfaction and reduce effort.
• Influence Product Strategy
Act as the customer advocate in product discussions, ensuring that customer experience insights shape roadmaps and prioritization.