Job Description

What you’ll be doing:

• Manage NPS survey segments (e.g., delivery, pickup, claims, insurance experience).
• Perform root-cause analysis for recurring customer pain points.
• Break down NPS improvement initiatives into clear project plans with timelines, milestones, and task owners.
• Coordinate between operations, quality, CS, tech, and product teams to ensure project alignment.
• Schedule and facilitate project kick-off meetings, follow-up meetings, and status reviews.
• Monitor project progress, identify risks, and proactively escalate roadblocks.
• Ensure all stakeholders meet deadlines and deliverables.
• Create project charters, problem statements, requirement documents, and project closure reports.
• Communicate clearly with different teams and ensure alignment on project objectives and timelines.
• Follow up with stakeholders to guarantee tasks are completed and escalations are addressed.
• Ensure results after implementation to confirm improvements are delivering the expected impact.

Who are you?

• Customer experience knowledge
• Operations and business analysis experience.
• Strong analytical skills (Excel, dashboards, simple SQL is a plus).
• Basic knowledge of NPS
• Good communication skills.
• Problem solving mindset.
• Ability to work with stakeholders and follow up across teams.
• Attention to detail and structured documentation skills.