Customer Experience Data and Insight Specialist

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; design, maintain, and govern balanced scorecards covering customer experience, quality, financial, and operational performance; lead deep-dive analyses to identify trends, drivers, and root causes of customer experience outcomes with a focus on mobile services; establish robust data management practices including metric definitions, data lineage, documentation, and quality controls; identify customer experience and service performance risks and articulate implications and recommended actions; produce executive dashboards and presentations that clearly communicate performance and actions; support initiatives to improve NPS and customer satisfaction through insight-led identification of experience drivers; act as a trusted insight partner to stakeholders across Networks, IT, Operations, and CX; ensure reporting and insight practices align with governance and industry frameworks.