Leads the ongoing development of a holistic customer understanding across all relationship, journey and transactional areas specific to the journey work underway.
Leads the continual identification, development and implementation of CX listening posts for the journeys.
Manages the work flow from questionnaire and sampling design, programming, through reporting and insights.
Guides the development of key metrics and reporting for all the journey audiences: customer, agent or employee.
Keeps abreast of key industry trends, research and recommend best practices, KPIs and benchmarks.
Leads and reinforce a culture of data-driven insights to ensure that the customer’s voice and feedback is central to decision-making and communications.
Ensures the Journey leads have the insights needed to drive a better customer experience, centered around customer needs.
Coaches and develop journey Insights team members to be data-driven CX advocates.
Expertise in developing insights from VOC listening data to identify drivers and areas of focus.
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