Principal - Advanced Analytics, Customer Experience
CurrentI work on the customer experience team, which is our internal voice of the customer. In this role I use operational and survey data to identify customer pain points and drive actions to improve the customer experience across the business:- Customer journey work using data to map a customer journey and identify pain points within it- Identified repeat callers that were churning at a high level, lead trial to improve retention- Designed trial for multiple initiatives aimed at improving broadband self-install rates, improving customer experience, reducing cancels, and improving OpEx- Identified issues with current U-Verse repair order process, helping to create multiple work streams to improve processes and leading work stream aimed at reducing duplicate dispatches- Perform customer impact analysis on proposed trade-in offer to delay roll-out until back-end systems can better support offer- Analyzed NPS survey (large customer survey with 25k+ responses/month) to identify trends among our customers and our competitors customers- Helped redesign parts of the NPS survey to better understand current TV environment- Partner with operations, marketing and product teams to improve strategic decision-making- Serve as the voice of the customer within AT&T
