You don't just look at individual touchpoints, but at the entire journey: intake, routing, processing, resolution, and feedback. That's why you systematically analyze friction points, drive improvements based on data, and deliberately leverage tools, standards, and automation to measurably increase customer satisfaction. * Analyze trends and eliminate root causes:Systematically evaluate incident data to identify recurring patterns and underlying causes (e.g. process gaps, release defects, onboarding issues), and drive their permanent resolution — reducing incident recurrence by at least 1 percentage point per month. * Strong analytical mindset: you spot patterns in incident data and reliably distinguish between symptoms and root causes * Experience with customer SLAs, escalation management, and data-driven service quality steering
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