Customer Experience - Team Member- West

• Voice of Customer (VoC) Programs

Design and execute CX initiatives to capture NPS, CSAT, and App feedback across key customer touchpoints.

• Survey & Event Design

Collaborate with Salesforce and product teams to define event triggers and craft effective survey questions.

• Feedback Analysis

Analyze structured and unstructured customer feedback to generate actionable insights and build a comprehensive VoC narrative.

• CX Reporting & Insights

Develop regular reports and dashboards on customer attributes such as category, order placement, and funds transferred, tying feedback to behaviors and lifecycle stages.

• CX Forums & Stakeholder Engagement

Facilitate cross-functional CX forums with business leaders, ensuring alignment on key issues and opportunities.

• Journey Improvements

Partner with product managers to embed customer-centric design into end-to-end journeys, addressing friction points and improving overall experience.

• Contact Ratio Analysis & Deflection Strategy

Analyze contact ratios and identify high-volume drivers. Work closely with chat and IVR product leads to suggest self-service deflection points, reduce contact volumes, and improve resolution efficiency.

• CX Enablement for CS & Sales

Collaborate with Customer Service and Sales teams to co-create and run programs that enhance customer satisfaction and reduce effort.

• Influence Product Strategy

Act as the customer advocate in product discussions, ensuring that customer experience insights shape roadmaps and prioritization.