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Location
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responsibilities
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Develop and track core metrics across all products, including overall satisfaction, customer effort, net promoter score (NPS), partner satisfaction, etc.
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Build and maintain reports, dashboards, and metrics to monitor the performance of the program.
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Apply quantitative analysis, data mining, and data presentation to provide meaningful business insights to stakeholders (with support from data scientists).
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Provide insights that influence and drive actions/improvements across the customer journey.
x
Demonstrate ability to manage risks at the operational level to ensure smooth execution of survey launches.
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Competencies
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Demonstrated ability to build strong relationships at all levels as a cross-functional influencer.
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Experience in a multi-channel client/customer support environment (e.g., email, phone, chat, social), and passion to drive collaboration and deliver executive-level presentations.
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Capability to think strategically, and balance a broad range of internal and external factors when identifying problems, proposing solutions, and making decisions.
x
Passion for technology and an ability to identify new opportunities, drive collaboration and deliver high-quality, complex projects across teams.
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