Sr. Specialist Customer Experience Research

We're looking for a curious data‑driven and customer‑obsessed Specialist to join our Customer Experience. This role you'll be the go‑to person for customer feedback analytics, specifically around Net Promoter Score (NPS), Resolution Metrics and deep‑dive discovery pieces that drive customer‑centric decision‑making across the business.

What You’ll Do:

• Translate qualitative and quantitative feedback into compelling narratives and insights for leadership and cross‑functional stakeholders.

• Own and analyze key customer feedback programs and key metrics including NPS resolution feedback and post‑interaction surveys.

• Conduct data deep dives across different customer segments and journeys to surface actionable insights that inform strategy and improve user satisfaction.

• Collaborate with CX product operations and analytics teams to identify root causes of negative experiences and track the impact of improveme...