Key Responsibilities

• Own end‑to‑end NPS analysis across IOH touchpoints, performing deep‑dives on verbatims to identify experience drivers, systemic issues, and improvement opportunities.
• Connect NPS insights with behavioral, journey, and cross‑channel data (Adobe Analytics / CJA, Salesforce, operational data) to identify trends, friction points, and experience gaps, and translate findings into actionable CX, digital, and operational recommendations.
• Build, maintain, and enhance dashboards and reports using Power BI, Excel, and Adobe Analytics / CJA, Medallia, delivering executive‑ready insights and presentations.
• Enable adoption of analytics insights by explaining findings to non‑technical stakeholders, supporting analytics maturity, CX prioritization, recovery initiatives, and post‑implementation impact analysis.
• Identify data quality issues, reporting inefficiencies, tooling gaps, and promote an insight‑led, customer‑centric cu...