Proficiency in Qualtrics, Tableau, Adobe Analytics, SQL, and other survey platforms.
Strong analytical skills to collect, interpret, and extract insights from customer data (online & offline).
Expertise in customer experience (CX) metrics, including CSAT, NPS, CES, and other performance indicators.
Experience in customer journey mapping and identifying pain points to enhance CX.
Ability to design and implement Voice of Customer (VoC) programs using structured and unstructured data sources.
Strong collaboration skills to work with cross-functional teams, including CX strategy, research, marketing, sales, product, and support.
Familiarity with Agile methodologies; ability to participate in scrum meetings, Kanban work requests, and RAD-CX team discussions.

CX Performance Measurement:

Define and track CX-related KPIs (CSAT, NPS, CES).
Analyze these metrics to assess the impact of CX initiatives and identify areas for improvement.

Customer Journey Mapping:

Work with CX strategy and research teams to map the entire customer journey.
Identify friction points and opportunities for enhancement using data-driven insights.

Customer Feedback Analysis:

Design and implement survey programs, interviews, focus groups, and other VoC initiatives.
Leverage structured and unstructured feedback to understand customer expectations.
Partner with existing VoC programs to enhance data-driven decision-making.

Collaboration & Stakeholder Engagement:

Work with cross-functional teams to ensure a seamless CX across all customer touchpoints.
Support RAD-CX teams, product managers, and business units to refine CX measurement strategies.
Participate in scrum calls and Kanban work request board reviews with CX and Analytics teams.

CX Data Strategy & Optimization:

Develop a deep understanding of existing datasets and identify data gaps.
Continuously refine how CX data is measured, presented, and used to drive business decisions.

30-60-90 day plan to support key CX measurement initiatives.
Measurement plans to define key metrics and tracking mechanisms.
VoC plans for gathering and analyzing customer feedback.
Reports summarizing CX insights and recommendations.
Journey maps outlining customer touchpoints and improvement opportunities.
Measurement audits to evaluate existing data collection and reporting processes.