Summary
Directed the design and delivery of a strategic contact journey review for a 2,500+ person service division. Coordinated 10 analysts to manually assess 2,200 sampled contacts against a purpose-built metric framework covering contact reason, process friction, repeat contact, escalation drivers, channel reason, avoidable contact, sentiment, resolution status, and related journey factors. Built the review process, sampling logic, quality checks, documentation, reporting packs, and visual outputs. The work created a reliable baseline for senior leaders to prioritise service improvement.
Problem
Senior leaders needed a reliable view of why clients were making contact, where service friction appeared in the journey, and which improvement priorities were backed by defensible evidence.
My Role
Designed the review framework, coordinated analyst delivery, set quality expectations, integrated assessed data, and shaped senior leader reporting packs.
Approach and Methodology
- Defined sampling logic and assessment categories before review work began.
- Coordinated 10 analysts to assess 2,200 sampled contacts consistently.
- Built a metric framework covering contact reason, process friction, repeat contact, escalation drivers, channel reason, avoidable contact, sentiment, resolution status, and journey factors.
- Integrated manually assessed data with operational sources and prepared executive-ready insight packs.
Methodology Snapshot
Contact Journey Review Process
This is a methodology/process visual. It is de-identified and does not contain operational data.
- 01 Sample design
- 02 Analyst review
- 03 QA alignment
- 04 Data integration
- 05 Insight pack
- 06 Improvement prioritisation
Governance and Controls
- Sampling logic and inclusion rules
- Analyst assessment guidance
- QA alignment checks
- Documented metric definitions
- Review pack version control
- Confluence source documentation
Tools and Data
- Snowflake
- Salesforce/PACE
- SAS EG
- Power Query
- Power Automate
- Confluence
Outcomes
- Created a de-identified baseline for service improvement prioritisation.
- Supported a 2,500+ person service division with structured evidence.
- Reviewed 2,200 sampled contacts through a governed analyst process.
- Improved leadership visibility of avoidable contact and service friction themes.
What this demonstrates
- Leadership of analysts through ambiguous review work.
- Design of a metric framework that makes qualitative contact drivers measurable.
- Translation of complex service data into executive decision support.