Job Description
Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis
- Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints
- Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.)
- Analyse web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc.
- Analyze data from offline touch points and other physical customer interaction channels to generate actionable insights on customer experience and business performance.
- Identify customer journeys, drop-offs, and behavioural patterns across digital touch points
- Identify key customer pain points, trends, and emerging issues through data
- Build dashboards and reports using Power BI, Tableau, or similar visualization tools
- Translate data into actionable insights, compelling narratives, and strategic recommendations (data storytelling)
- Collaborate with digital, marketing, product, and CX teams to drive improvements
- Manage client communication and ensure timely delivery of insights and reports
- Drive closed-loop feedback mechanisms and continuous improvement initiatives.
