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How a Deep Dive into NPS Transformed Customer Retention for a Leading Bank

CalmInterview · 2026-01-11T03:02:45.533699+00:00

Topic: Panel review of Dive Deep response. Panel Consensus: The panel agrees the candidate delivered a solid L4-level response with strengths in process outlining, ownership, and coordination, but falls short on Dive Deep for a senior Program Manager due to insufficient quantification, trade-offs, root cause analysis, and proactive insights across customer, technical, and operational dimensions. They converge on story selection and detail gaps revealing L4 limits, with shared emphasis on needing metrics and systems thinking. Minor disagreements include Sarah pushing back on metrics alone in favor of ownership, and Alex resisting a fully reactive label while stressing technical nuance.

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