This is a fully remote position, open to applicants in Brazil.

• Monitor CX indicators such as CSAT, NPS, and SLA, identifying trends, risks, and offenders.

• Consolidate and analyze data from surveys, tickets, calls, and operational dashboards.

• Create executive reports, presentations, and critical analyses for leadership.

• Serve as a liaison between operations, quality, and management, supporting action plans.

• Track recurring complaints and assist in root cause analysis.

• Ensure standardization of metrics, concepts, and CX monitoring rituals.

• Support continuous improvement projects and initiatives for user experience maturity.

• Contribute to the enhancement of dashboards in Excel and Power BI and to the automation of analyses.

• Assist with audits, reviews, and validations of data related to user experience.

• Experience in Facilities, including shuttle services and dining operations.

• Ongoing or completed degree in Administration, Commercial Management, or related fields.

• Analytical mindset and critical thinking skills.

• Strong communication and interpersonal relationship skills.

• Proactive attitude and ownership mentality.

• Ability to prioritize and manage multiple demands.

• Collaborative approach and solution-oriented mindset.

• Maturity to handle sensitive data and an executive environment.

• Analytical capability to work autonomously without direct management of people.

• Medical assistance through SulAmérica, without co-payment and extended to legal dependents.

• Optional dental assistance, also extended to dependents.

• Wellbeing and physical activities through WellHub.

• Life insurance.

• Daily meal allowance of R$ 38.00, with no payroll deductions.

• Mobility options: choose between transportation vouchers, shuttle services, or fuel assistance.

• Educational partnerships for professional development.

• Special day offs.

• Emotional support program – Grief and Loss, along with mental health support.

Analista de CX Pleno/Sênior

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