Looking for a job

Marisca Agu

@mariscaagu

CX operations strategist at Homechoice who built customer feedback systems that shaped product development and retention campaigns.

South Africa

Message

At Homechoice, I integrated customer sentiment analytics into marketing operations and product strategy. I built and managed centralized NPS, CSAT, and focus group feedback systems, turning customer data into insights for product development and retention campaigns.

I also analyzed call logs, surveys, and online reviews to identify operational bottlenecks and inform policy and customer touchpoint improvements. I designed research-backed campaigns and segmentation strategies, and worked with legal and executive teams on consumer protection and promotional compliance.

Since January 2026, I’ve been on a planned professional sabbatical as an Independent CX Content Creator & Thought Leadership Strategist. I founded and publish a weekly LinkedIn newsletter on enterprise CX, customer journey optimization, and empathetic service design, and have authored more than 100 thought leadership pieces.

Earlier, at FINCHOICE, I designed training modules and standard operating procedures for customer service operations and presented workforce development needs to executive leadership. At LUFTHANSA AIRLINES, I evaluated employee competencies and delivered coaching interventions to improve service quality and operational output.

Experience

Work history, roles, and key accomplishments

Current

Independent CX Content Creator & Thought Leadership Strategist

Current

Independent

Jan 2026 - Present (9 months)

Executed a planned professional sabbatical to research emerging enterprise CX trends, publish industry-recognized frameworks, and build a prominent digital brand. Founded and publish a weekly LinkedIn newsletter focused on enterprise CX trends, customer journey optimization, and empathetic service design.

CX Strategy Thought Leadership Content Creation Newsletter Management Customer Journey Optimization Empathetic Design Analytics Engagement Analytics

Marketing and Customer Experience Coordinator

Homechoice

Sep 2016 - Dec 2025 (9 years 3 months)

Spearheaded the integration of customer sentiment analytics into core marketing operations and product strategies for a high-volume retail brand. Built and managed centralized customer feedback mechanisms (NPS, CSAT, focus groups), turning thousands of monthly data points into actionable insights for product development and retention campaigns.

Customer Sentiment NPS CSAT Focus Groups Data Analysis Marketing Campaigns Customer Segmentation Cross functional Leadership Compliance Loyalty Programs Brand Activation

Development & Quality Assurance Coach

Finchoice

Nov 2014 - Aug 2016 (1 year 9 months)

Led performance optimization, coaching, and quality assurance frameworks for customer service operations. Authored comprehensive training modules and standard operating procedures (SOPs) focused on first-contact resolution, operational efficiency, and empathetic customer service.

Performance Optimization Coaching Quality Assurance Training Module Development SOPs Root Cause Analysis Executive Reporting

Performance Coach

Lufthansa Airlines

Jun 2008 - Jul 2012 (4 years 1 month)

Optimized frontline service quality and team productivity within a fast-paced, high-standards global aviation environment. Evaluated employee competencies through targeted metrics, interviews, and audits, delivering custom coaching interventions that significantly improved service quality and operational output.

Performance Coaching Evaluating Employees Metrics Analysis Audit Service Quality Improvement Operational Efficiency Strategic Advisory

Education

Degrees, certifications, and relevant coursework

Boston City Campus and Business School

Higher Certificate, Advertising and Integrated Communication Practice

Grade: Distinctions

Higher Certificate in Advertising and Integrated Communication Practice, graduated with distinctions in Advertising, Entrepreneurship, Integrated Marketing Communications, and Work-Integrated Learning.