Project Overview
Directed end to end design and delivery of a strategic Voice of the Client review for a 2,500+ person division.
Created a reliable baseline of client contact drivers and service friction where no trusted baseline previously existed. Coordinated 10 analysts to manually assess 1,100 phone calls and 1,100 emails against a purpose built metric framework. Integrated manually assessed data with Snowflake contact samples, Salesforce/PACE data, and SAS EG outputs to generate insights for SES1, SES2, Director level, and stakeholder owner audiences.
Interactive Analytics
Live visualization simulating the dashboards built for this project.