Responsible for the NPS tracking within UPC Hungary:• implementation and development of NPS based customer experience tracking• optimisation of sampling, fielding, data processing, analysis and detailed reporting within operational department• delivering innovative, actionable insight• create and systematize database• determine relative strengths and weaknesses in the customer relationships and identifying pain points• proving the commercial impact of the customer relationship and operational experiences by quantifying the KPI impact of customer sentiment & NPS on revenue and customer retention• budget forecasting and current variances analysis• supporting internal NPS program implementation• stakeholder management, working with senior stakeholders, programme and project managers, business analysts, customer experience professionals, T&I teams, trainers, close the loop team, etc.• measuring feedback from more than 100k customers per annum• leading implementations of Medallia