Serve as the subject matter expert within the CX organization partnering with International teams on all areas of customer experience insights by collaborating with internal analytics teams, conducting case reviews, voice of the customer, top contact drivers, pain-points, regulatory reporting and entity specific nuances.
Be responsible for scoping and carrying out continuous CX improvement projects (process/policies/SOPs) and initiatives together with key stakeholders to improve overall customer experience Be accountable for building and maintaining CX processes to a quantifiable operational standard...