Este es mi perfilContactar vía CazVidEste perfil está escrito en inglés
Emmanuel
Customer Experience Insights Consultant
Contacto
Competencias
Demonstrated experience with VoC Programs.
Demonstrated experience with CX Metrics.
Demonstrated experience with Data Visualization.
Demonstrated experience with Power BI.
Demonstrated experience with Tableau.
Educación
Idiomas
Experiencia
Customer Experience Insights Consultant
Designed and implemented scalable VoC frameworks for startups across fintech and e-commerce sectors, integrating tools like Qualtrics, SurveyMonkey, and Power BI., Enabled daily customer feedback capture across mobile apps, contact center, and personalized outreach calls—driving real-time service adjustments and improving resolution timelines by 25%., Developed multilingual CX dashboards with alerting systems for NPS and CSAT dips (dashboards adopted in executive monthly reporting)., Delivered actionable insights from behavioral and sentiment data, directly influencing campaign messaging and product decisions.
Head, CX Measurement
Launched real-time VoC platform integrated with CRM and support systems; supported daily tracking of NPS, CSAT, and journey friction points., Led a hybrid team of analysts and UX researchers, aligning VoC data with product, risk, and operations teams to resolve top issues., Reduced complaint escalation volume by 30% and increased adoption of redesigned mobile services by 45% in under 6 months., Conducted closed-loop feedback initiatives to enhance onboarding journeys and improve first-contact resolution.
Voice of The Customer Lead
Led a multilingual VoC study across 20 African countries (English, French, Portuguese), collecting 15,000+ responses over 8 months., Analyzed feedback to drive enhancements in app UX, real-time notifications, and localized marketing—boosting app adoption by 25% and reducing complaint volume by 18%., Built Power BI dashboards and alert systems to monitor sentiment and guide quarterly CX reviews with leadership.
Customer Experience Manager
Managed a team of customer service executives and VoC analysts, overseeing the planning, development, and execution of quantitative surveys measuring our NPS, CSAT, and other key metrics and presented findings to senior leaders., Collaborated with technology, operations, and healthcare provider teams to drive the implementation of service improvement initiatives., Responsible for optimizing the Hygeia virtual assistant AI chatbot (HyBot), reviewing end-user questions, and ensuring proper categorization of these questions and topics., Spearheaded a change management project that facilitated the seamless transition to a remote work model, mitigating the impact of the COVID-19 pandemic lockdown on the business.
Customer Experience Analyst
Developed and delivered CX training content for staff, improving proficiency and adherence to brand experience standards., Conducted field research and CX experience audits across branches, ensuring consistency and adherence to brand standards., Conducted customer interviews and analyzed user feedback to identify trends and recommend design enhancements, contributing to a 25% improvement in overall user satisfaction scores.