Key Responsibilities

1. VoC Analytics & Sentiment Governance (CSAT / DSAT / NPS)
2. Metric Ownership: Monitor and optimize core health metrics across all milestones: CSAT, DSAT, NPS, and CES
3. Feedback Architecture: Deploy low-friction, contextual feedback loops across web, app, showroom, and workshop touchpoints
4. Root-Cause Analysis: Run 5-Why diagnostics on DSAT trends, converting unstructured customer feedback into operational priorities
5. Journey Blueprinting & CAPA Governance
6. Blueprint Management: Maintain master Customer Journey Maps and Service Blueprints, aligning front-stage retail with back-stage systems (CRM/ERP/Telemetry)
7. Cross-Functional CAPA: Lead weekly and event-driven CAPA (Corrective Action) meetings to resolve systemic product and operational failures
8. Glitch Protocol Design: Engineering proactive failure-recovery scripts (e.g., app pairing workarounds) to safeguard brand equity during operational glitches
9. Strategic Initiatives & Frontline Enablement
10. CX Innovation: Conceptualize and pilot high-impact touchpoints (e.g., hospitality delivery rituals, post-purchase onboarding)
11. Communication Alignment: Oversee automated triggers (WhatsApp/SMS) to ensure communications feel warm and helpful rather than cold or robotic
12. Training Feedback Loop: Partner with OJT Coaches to feed real-time customer insights into daily store huddles and frontline playbooks

Ideal Candidate

1. Experience: 5–8 years in CX, Service Design, or Retail Strategy (EV/Automotive, Premium Retail, Consumer Tech)
2. Core Skills: Mastery of VoC analytics, Service Blueprinting, CAPA governance, and CRM communication journeys
3. Mindset: Highly analytical yet deeply empathetic; able to advocate for the customer while building trust with store operations and engineering teams