Lead market and customer insight, Voice of Customers and Customer Experience to improve and deliver superior customer satisfaction. Control market research process in close supervision of projects and coordinate with all key stakeholders. Conduct and communicate market watch to Track, analyze and spread all across the organization the customer feedback/satisfaction, NPS, CXT, ICF. Develop and implement segmented customer experience initiatives to drive loyalty and purchase. Optimize consumer knowledge through research and real-time data to know and anticipate their needs in order to constantly serve them adequately and create best customer experience.
Analyze and optimization of Customer Journeys identify needs/expectations and pain points, Facilitate Customer Feedback Action Planning and monitoring the progress. Impulses for innovative offers/experiences along the customer touch points. Cross functional collaboration and communication.
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