Emma Carmody

Managing Director @Xperior

Designing, reviewing, and testing business processes to enhance efficiency and effectiveness.Analysing customer feedback to identify trends, interpret data, and drive actionable insights- Developing reports and recommendations to improve processes, systems, communications, and products/services- Conducting root cause analysis to eliminate non-value-adding activities and reduce inefficiencies.Defining the desired customer experience with stakeholders at all levels, setting clear success measures for each customer touchpoint- Improving customer satisfaction by influencing stakeholders to implement and sustain effective problem management solutions- Identifying trends and risks, such as repeat complaints and product or customer segment issues, to inform strategic decisions- Leading Customer Journey Mapping to pinpoint process failures, uncover patterns, and enhance customer interactions—from brand perception to in-life experiences.