Leads cross-functional customer experience improvement initiatives by analyzing Voice of Customer feedback, complaints, surveys, operational metrics, and customer journeys. Facilitates root cause analysis, action planning, workshops, and stakeholder alignment; tracks risks, milestones, outcomes, and accountability. Manages complaint responses, documents activities in Salesforce, prepares executive reports, supports customer journey mapping, and ensures compliance with customer feedback and complaint-handling processes.

Manages the operational infrastructure for global Customer Experience and Voice of Customer programs. Responsibilities include administering Forsta, deploying surveys, managing customer data and feedback workflows, supporting Power BI dashboards, resolving platform and reporting issues, coordinating multilingual surveys, maintaining governance and documentation, and driving automation and process improvements. The role collaborates with IT, regional stakeholders, and vendors to ensure accurate, scalable, and efficient customer research operations.