Lead initiatives to measure and improve customer experience through VOC programs, providing insights that drive business decisions.
Design, implement, and lead NPS and CSAT measurement initiatives across various customer touchpoints, ensuring programs are aligned with business objectives. Explore and optimise survey distribution methods to maximise response rates, selecting appropriate timing and channels for delivery. Conduct focus groups and utilise other appropriate research methods to gather qualitative insights and data that support business decisions and initiatives. Collect, consolidate, and validate survey responses and feedback data from multiple sources to ensure high data quality and reliability for analysis. Utilise advanced statistical techniques and data analysis tools to dissect survey data, uncover meaningful insights, and identify trends. Generate comprehensive reports, da...