Responsibilities:\n- Proactively monitor customer feedback across various digital channels to identify issues and trends before they are raised by customers\n- Utilize reporting tools such as FullStory, AppBot, Digital InBox/Mailbox, Amplitude to quantify the impact of Digital VOC issues to facilitate prioritization discussions with digital teams to ensure critical issues are addressed quickly\n- Initiate Jira Tickets / Digital Intake for new digital features, enhancements, fixes, etc.\n- Develop and manage a tracking system for ongoing digital issues, including resolution status, action items, and timelines for fixes\n- Collaborate with leadership and cross functional teams (Customer Care, , providing regular updates on customer facing digital issues and recommending solutions to improve the customer experience\n- Create proactive reporting on trends and emerging issues, ensuring the team can address potential problems before they escalate\n- Participate in digital and technical roadmap planning, sharing customer feedback to inform future product updates and enhancements\n- Lead the identification, analysis, and financial impact assessment of emerging issues using platforms, tools and data to quantify impact on business outcomes and subsequently prioritize necessary changes. You’ll then be turning insights into action thru kicking off additional research, driving tech intake / creating tickets for feature improvements, and enhancements