What you?ll do: Customer Experience. Lead and scale CX initiatives that drive efficient growth and improve customer experience in all areas of expertise in Customer Happiness. Design surveys to collect feedback from all steps on customer journey. Scale. Scope particular problems and derive integral solutions based on robust analysis. Develop new projects and initiatives to bring efficient flows and systems through data and low code systems deep dives. Collect internal and external data, and prepare analysis, reports, and presentations with actionable insights that guide our Customer Happiness? leaders to make better decisions. Be the focal point for Customer Happiness? macro planning, centralizing, and sharing with other areas these forecasts. You also will contribute to spread the voice of customer into the organization and cross operational data and feedback data to bring context and empathy. Results. Track KPIs monthly and steer actions to maximize Customer Happiness results. Build dashboards and data visualization to automate the flows. Tech Squads. Work closely and cohesively with all tech squads in order to prioritize actions with the most positive impact. Assist in the economic impact evaluation and RICE Score of new digital features and Customer Happiness? projects. Relationships Act as the owner and touchpoint of Customer Happiness systems such as Kustomer, Twilio, and LimeSurvey.
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