AVP- CX Analytics & Reporting

JOB PURPOSE

The role holder is responsible for executing operational tasks related to survey management service metrics monitoring and data reporting. The position ensures the accurate collection analysis and delivery of insights to improve customer experience and support decision‑making across business units.

Key Responsibilities

• Service Metrics Monitoring
  • Collect track and report service KPIs across customer channels and business units.
  • Highlight performance gaps and assist in implementing corrective actions.
  • Maintain data accuracy and integrity for all service performance metrics.
• Survey Administration
  • Deploy customer surveys (e.g. NPS CSAT benchmarking) in coordination with the Team Leader.
  • Analyze survey feedback and prepare detailed reports for stakeholders.
  • Support focus groups and customer engagement surveys as required.
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