As Head of Customer Service Experience Insights you will lead the design, execution, and communication of customer experience measurement across Springer Nature’s Customer Service operations. You will own the interpretation and reporting of key performance signals, including CSAT, CES, NPS, ticket content and volumes, and service level metrics, enabling SNCS leaders and service teams to make data-informed decisions that improve customer satisfaction, increase self-service success, and drive loyalty.
The Head of Customer Service Experience Insights manages a growing team of CX Specialists and Data Analysts, aligning their output to strategic business needs and ensuring delivery of regular, high-impact customer experience insights. Collaborates closely with SNCS Leadership and product/service stakeholders and Market/Business Intelligence teams distilling complex datasets into actionable recommendations that reduce friction and elevate the customer journey.