Job Description
Position
CX Manager
At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. The Customer Success function supports all customer facing teams by providing the framework, assessment method and insight to ensure high quality customer interactions and continuous improvement.
Key Accountabilities
- Own and develop the organization's Voice of Customer framework.
- Design and manage customer feedback mechanisms including NPS, CSAT, CES, OSAT, surveys, complaints insight and digital feedback.
- Analyse customer data (quantitative and qualitative) to identify trends, pain points, root causes and sentiment.
- Produce insight reports and present findings to drive business improvements and strategic decisions.
- Translate insight into actionable recommendations that improve customer and business outcomes.