This role ensures optimal service performance across the customer base by delivering actionable insights and balanced scorecards. It drives continuous improvement, risk management, and customer experience enhancements, aligning service delivery with business objectives and strategic goals.

What you'll do:

• Own the development and ongoing evolution of CX performance reporting, dashboards, and insight products used by service owners and senior leadership.
• Translate complex customer and operational data into clear, actionable insights that support prioritisation, investment decisions, and performance improvement.
• Design, maintain, and govern balanced scorecards covering customer experience, quality, financial, and operational performance, ensuring a single trusted version of the truth.
• Lead deep‑dive analysis to identify trends, drivers, and root causes of customer experience outcomes, with strong focus o...