Customer Experience Analyst, CX

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

📋 Description

• Oversee the customer journey, pinpointing areas for enhancement and opportunities to elevate the experience.

• Evaluate feedback, satisfaction surveys, complaints, and customer inquiries, suggesting corrective and preventive measures.

• Act as a technical point of reference for managing and resolving intricate customer experience cases.

• Ensure the quality and consistency of customer interactions, in line with MED Review's values and culture.

• Recognize trends and opportunities to boost satisfaction, engagement, and retention.

• Assist in the standardization and optimization of support processes and internal CX workflows.

• Develop and assess strategic customer experience metrics and reports.

• Track metrics such as NPS, CSAT, CES, and other indicators of satisfaction and loyalty.

• Recommend continuous improvements to enhance operational efficiency and the quality of the customer journey.

• Engage in the implementation and evolution of tools, automations, and initiatives centered on CX.

• Coach and mentor Mid-level and Junior Analysts, Assistants, and Interns on best practices and processes.

• Share technical and operational expertise through training and mentoring.

• Support coordination and leadership through analyses, recommendations, and strategic insights.

• Contribute to the development of support materials, documentation, and internal guides.

• Collaborate with Product, Marketing, Support, Academic, and other teams involved in the customer journey.

• Participate in multidisciplinary projects aimed at enhancing experience, engagement, and retention.

• Facilitate communication between teams to ensure alignment and execution of initiatives.

• Ensure that improvements and processes align with the company's strategic objectives.

⛳️ Requirements

• Proven experience in Customer Experience (CX), Customer Success (CS), or related fields.

• Background in digital product companies, online platforms, or the education sector.

• Familiarity with customer satisfaction, engagement, and retention metrics.

• Experience in data analysis, developing KPIs, and driving continuous process improvements.

• Bachelor's degree in Business Administration, Communications, Psychology, Marketing, or related disciplines.

🏝️ Benefits

• Health insurance

• Dental insurance

• Education assistance

• Childcare assistance

• Food allowance

• Meal voucher

• Bonus

• Total Pass

• Education partnership - FIAP and USP

• Agreement with SESC

• Day off

• Life insurance