Own end‑to‑end NPS analysis across IOH touchpoints, performing deep‑dives on verbatims to identify experience drivers, systemic issues, and improvement opportunities.
Connect NPS insights with behavioral, journey, and cross‑channel data (Adobe Analytics / CJA, Salesforce, operational data) to identify trends, friction points, and experience gaps, and translate findings into actionable CX, digital, and operational recommendations.
Build, maintain, and enhance dashboards and reports using Power BI, Excel, and Adobe Analytics / CJA, Medallia, delivering executive‑ready insights and presentations.
Enable adoption of analytics insights by explaining findings to non‑technical stakeholders, supporting analytics maturity, CX prioritization, recovery initiatives, and post‑implementation impact analysis.
Identify data quality issues, reporting inefficiencies, tooling gaps, and promote an insight‑led, customer‑centric cu...