• Manage end-to-end process (development, distribution, and responding to follow-up questions) of monthly complaints trend report, presented to executive leadership and distributed to 650+ stakeholders.• Automated monthly complaints reporting functions to greatly reduce completion time, allow more time and data with which to develop insights, and maintain regulatory reporting compliance.• Manage relationships between product/segment partner teams and the Customer Experience team to ensure that partner teams’ CX needs are met.• Perform research and deck development for card data analysis projects, facilitating discussion meetings with and presenting findings to key Card stakeholders.• Forecast estimated CX impact of large policy changes and new initiatives, and perform regular monitoring to track actual impact after changes go into effect.