**Key Responsibilities**

**NPS, Customer Journey & Cross‑Channel Analytics**

+ Own end‑to‑end NPS analysis across IOH touchpoints, performing deep‑dives on verbatims to identify experience drivers, systemic issues, and improvement opportunities
+ Connect NPS insights with behavioral, journey, and cross‑channel data (Adobe Analytics / CJA, Salesforce, operational data) to identify trends, friction points, and experience gaps, and translate findings into actionable CX, digital, and operational recommendations

**Reporting, Enablement & Continuous Improvement**

+ Build, maintain, and enhance dashboards and reports using Power BI, Excel, and Adobe Analytics / CJA, Medallia, delivering executive‑ready insights and presentations
+ Enable adoption of analytics insights by explaining findings to non‑technical stakeholders, supporting analytics maturity, CX prioritization, recovery initiatives, and post‑implementation impact analysis
+ Identify data ...