This role will be responsible for driving the organization's Voice of Customer (VoC) and Net Promoter Score (NPS) agenda across key customer journeys and relationship measures. The role will lead end-to-end management of Digital NPS (DNPS), Relationship NPS (RNPS), governance and reporting, and any other key customer research initiatives.
The incumbent will act as the custodian of customer feedback intelligence, translating customer insights into actionable business recommendations that improve customer experience, loyalty, retention, and advocacy. The role requires robust expertise in research methodologies, survey design, customer analytics, data visualization, stakeholder management, program governance, and senior leadership reporting.
The individual will closely partner with Operations, Digital, Product, Technology, Distribution, and Marketing teams to ensure customer feedback is systematically measured, analyzed, and converted into tangible business outcomes.