Frontline Operations Support (NPS analysis)

Job Descriptions:
Own the end-to-end analysis and reporting of Net Promoter Score (NPS) and related customer feedback to identify drivers of customer advocacy and pain points, translate insights into actionable recommendations, and support stakeholders in improving customer experience and business outcomes.

Responsibilities:

• Analyze NPS results across segments (e.g., product, channel, journey stage, customer type, region) to identify trends, drivers, and root causes.
• Build and maintain driver analysis (e.g., correlation/regression, key driver modelling, text-to-theme linkage) to explain what moves NPS.
• Perform thematic analysis of verbatim comments using text analytics and manual coding where needed.
• Combine survey data with operational data (complaints, call centre, digital analytics, service metrics) to provide a holistic view.
• Produce regular NPS reporting packs (weekly/monthly/quarterly) with clear narratives, insights, and recommended actions.
• Ensure data quality, definitions, and methodology are consistent and well-documented.

Qualifications:

• DSE above educational qualification.; additional education in related fields is a plus.
• Prior experience in a call centre environment.
• 3–6 years’ experience in customer insights, analytics (NPS experience strongly preferred).
• Strong analytical capability: segmentation, trend analysis, experience with driver analysis methods.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong communication skills: able to turn data into a clear story for senior and non-technical audiences.