About this role
What you will do:
- Build and maintain data dashboards and reporting frameworks to surface CX performance insights and support data-driven decision making.
- Map and evaluate the end-to-end customer journey, identifying friction points and recommending improvements across touchpoints.
- Partner closely with Product, Operations, and Training teams to address systemic issues and translate customer insights into product, process, and policy improvements.
What is required:
- 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
- Hands-on experience managing quality programs, ideally using Maestro QA or similar quality management tools.
- Strong analytical and problem-solving abilities, with experience identifying root causes behind customer issues and operational gaps.