Customer Engagement Specialist(m/f/d)

Drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score).Identify underlying technical bugs and procedural friction points by systematically analyzing low customer scores.Capture qualitative insights from detractors and promoters through voice surveys, follow-up calls, and multi-channel feedback mechanisms.Analyze customer contact histories and Call Center (CC) verifications to uncover systemic issues driving detractor sentiment and quantify their impact on NPS.Escalate emerging positive and negative customer trends to leadership with actionable recommendations for operational improvement.