Customer Experience Manager
Current• Lead analyst for NPS programs for the Americas Division supporting a wide range of brand groups, and conducting customer research that improves business decisions.• Manage NPS (Net Promoter Score) studies for 25+ internal brands in North/South America by serving as an advisor and coordinating rollout to other geographies/divisions.• Advise on "go/no-go" product development decisions by prioritizing features and outlining pending project tasks.• Consult on annual strategy deployment projects by prioritizing initiatives, evaluating project effectiveness, and calculating project impacts to external customers/employees.• Conduct market segmentation studies by analyzing consumer buying behaviors and providing insights to sales team for business cases, onboarding, and product training.• Facilitate marketing and training decisions by assessing NPS feedback/historical performance, identifying gaps in existing tools/materials, and recommending the most useful content, channels, and customer journey maps.• Operate as a Project Manager and Analyst by authoring proposals, designing guide/surveys, handling coding/visualization of all data, and presenting final report/key takeaways.• Partner with Data Analyst to evaluate methodologies, execute survey programming/sample management, and run data analytics via cross-tabs and statistical tests.
