Responsibilities :

• Support the implementation of journey improvements or feature rollouts.
• Coordinate follow-up on action items from CX reviews and internal discussions.
• Track the effectiveness of changes implemented.
• Analyse customer data (TUR, NPS, CTR, drop-off, etc.) from both online and offline sources.
• Build simple dashboards and trackers to monitor key journey performance indicators.
• Flag insights and abnormal patterns to support decision-making.