Data Strategy & Governance:

• Develop and execute a CX data strategy aligned to organizational objectives
  

• Ensure data integrity, accuracy, and consistency across all data sources
  

• Establish and enforce data governance frameworks, standards, and controls
  

• Partner with Risk, Compliance, and Legal teams to ensure regulatory and data privacy compliance
  

Analytics & Insights:

• Analyse VOC, NPS, CSAT, CES, and other CX metrics to identify trends and root causes
  

• Develop predictive models to forecast customer behaviour and satisfaction.
  

• Generate actionable insights to improve customer journeys and reduce pain points
  

• Track and report Return on Experience (ROX) linking CX to revenue, cost, and retention outcomes
  

Reporting & Visualization:

• Design and maintain CX dashboards for leadership and operational teams
  

• Deliver regular performance reports on service and customer experience metrics
  

• Present insights, trends, and recommendations to senior management
  

• Highlight key risks, opportunities, and corrective actions based on data
  

Digital & Advanced Analytics:

• Leverage AI, automation, sentiment analysis, and text analytics to enhance insights
  

• Apply advanced analytics and predictive modelling techniques
  

• Enable real-time insights to support decision-making
  

• Improve speed, depth, and accuracy of CX analytics outputs
  

Technology & Tools Management:

• Manage CX analytics platforms, CRM systems, and BI tools (e.g., Power BI)
  

• Drive automation of VOC data collection and reporting processes
  

• Optimize data integration across multiple systems and channels
  

• Enhance accessibility and usability of CX data for stakeholders
  

Continuous Improvement Initiatives:

• Promote a culture of continuous improvement across delivery teams
  

• Identify opportunities for process and service enhancements using data insights
  

• Support A/B testing and experimentation initiatives
  

• Translate insights into actionable improvement initiatives
  

Stakeholder Engagement & Influence:

• Partner with Product, Operations, Contact Centre, Digital, and IT teams
  

• Embed CX insights into business and operational decision-making
  

• Act as a trusted advisor on CX performance and improvement priorities
  

• Build data literacy and analytics capability across teams
  

Performance Management & Team Development:

• Provide regular performance feedback and conduct structured performance reviews
  

• Align team objectives with organizational goals
  

• Identify development needs and support career growth
  

• Foster a high-performance, learning-oriented team culture