•   Data Analysis and Insights: Analyze customer feedback, support tickets, and interaction data to identify trends and areas for improvement. Use data analytics tools to create reports and presentations that provide insights into customer behavior and satisfaction.
   •   Customer Journey Mapping: Develop and maintain detailed customer journey maps. Identify key touchpoints and assess their effectiveness in delivering a positive customer experience.
   •   Voice of the Customer (VoC) Programs: Manage and optimize VoC programs, including surveys, feedback forms, and social listening tools to gather actionable customer insights.
   •   Collaboration and Reporting: Collaborate with product teams, marketing, sales, and IT to ensure a cohesive customer experience strategy. Present findings and recommendations to senior management and stakeholders.
   •   Continuous Improvement: Recommend and help implement changes to processes, policies, and products based on customer data and feedback. Monitor the impact of these changes on customer satisfaction and business outcomes.
   •   Training and Advocacy: Train and guide customer-facing teams based on insights gained. Serve as a customer advocate, ensuring that customer needs and experiences are understood and considered across the organization.
   •   Trend Analysis: Stay abreast of industry trends and best practices in customer experience. Benchmark our performance against competitors and strive for continual improvement.