This role leads the design, implementation, and governance of customer experience measurement systems across the bank, including NPS®, TNPS®, RNPS®, and other CX metrics. In addition to analytics, the role plays a critical function in solutioning - working closely with crossfunctional business teams to identify root causes, cocreate solutions, remove friction, and drive measurable improvements in NPS and customer satisfaction.
The role requires strong analytical skills, influence without authority, and the ability to bring teams together to solve customer pain points endtoend