Christina Chalmouki

Lead Insights Analyst, Voice of the Customer @Group Lotus

Hethel, GB

I drive customer-first decision making at Lotus by turning global CSAT data into actionable insights that shape product and service quality. My role combines data-driven analysis, process innovation, and senior stakeholder engagement to improve customer satisfaction and business outcomes.Customer Insights: Analyse large-scale survey and warranty data to identify key issues, embedding insights into cross-functional prioritisation frameworks and translating customer “likes” and “annoyances” into requirements for new model years and facelifts.Automation & Innovation: Early adopter in Lotus’ AI programme launch, introducing AI-enabled automation to optimise data collection, issue detection, and reporting. Designed processes to automate VoC issue identification and prioritisation, improving speed, accuracy, and consistency.Cross-Functional Collaboration: Partner with Engineering, Quality, Warranty, Sales, and Aftersales to develop global issue resolution processes, introduce escalation systems for urgent cases, and drive closure of critical issues within tight timeframes.Customer Satisfaction: Delivered a 15% reduction in DPS survey issues, achieved ≥8/10 satisfaction scores on new car surveys, and ensured rapid closure of top dissatisfaction drivers. Supported targeted sports car satisfaction projects, delivering measurable improvements through PPS case studies.Stakeholder Engagement: Lead the Executive–Dealer Partnership programme, preparing dealer packs with VoC and commercial insights, presenting to executives, and driving follow-up actions to ensure continuous improvement.Communication & Best Practice: Designed and delivered reporting strategies, executive summaries, and case studies to share key insights and global best practices.Industry & Outreach: Co-led the 2025 Girls on Track – Motorsports UK programme, running factory tours for six schools and coordinating stakeholders to ensure smooth delivery.

University of Bristol

Bachelor of Laws (LLB), Law

Anatolia College International Baccalaureate Diploma Programme

International Baccalaureate Diploma

Università Cattolica del Sacro Cuore

Master's degree, Luxury Goods Management

Multiverse

Level 4 Data Analyst Apprenticeship (Data Fellowship), Data Analysis