Operational Excellence Analyst

📋 Description

• Identify friction points in customer journeys causing churn.
• Track sentiment trends and link shifts to product changes.
• Collaborate with Product to redesign scripts from VoC findings.
• Conduct qualitative audits on high-value or edge cases.
• Map CSAT and NPS to quality behaviors to show ROI.
• Deliver monthly briefs to Growth and Product as the voice of the consumer.

🎯 Requirements

• Qualitative analysis: interpret sentiment data and nuances at scale.
• Communication: present complex qualitative findings to senior leadership.
• Empathy and Insight: understand consumer behavior and drivers.