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Job Description
Provides insights and reporting of ESP (Enterprise Service Performance) metrics, ensuring strategic focus across the enterprise for customer experience improvement as measured by Net Promoter Score (NPS). Includes messaging of ESP program and metric strategy, ensuring clarity and accuracy of metric reporting, analyzing metrics for performance and insights, and collaborating with metric owners for metric enhancement.Reports monthly performance to executive stakeholders, including the Customer Experience Steering Committee (CESC), and works with global metric owners and stakeholders to establish annual goals.Provides day-to-day leadership and subject matter expertise for cross-functional initiatives that advance service quality and operational excellence. Leads efforts to design and implement measurement tools, reporting frameworks, and insights that improve business processes and customer outcomes. Partners closely with operations, technology, and...