• Review customer support interactions (such as chat or voice transcripts) to identify common questions, pain points, and moments where customers disengage. • Analyze customer feedback, including surveys and written comments, to understand and identify patterns and improvement opportunities. • Use basic performance metrics to help explain where digital support experiences can be more effective. • Summarize findings into clear themes and explain the underlying causes of customer challenges. • Develop practical, prioritized recommendations to improve digital support experiences. • Suggest simple ways to measure whether proposed improvements are effective. • Collaborate with team members across quality, design, and technology to refine insights. • Share progress and final findings with project stakeholders in a clear and thoughtful way.