Mid-Level Process Transformation Analyst – Focus on Service and Customer Experience Transformation

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

📋 Description

• Analyze customer requirements and evaluate customer service journeys and processes.

• Determine the underlying causes of issues, rework, delays, and discrepancies among channels and teams.

• Link the customer experience to the activities, personnel, and systems that facilitate the service.

• Create the future operational model, detailing roles, responsibilities, decision-making authority, and connections.

• Evaluate volumes, capacity, service level agreements (SLAs), and standards for routing and escalating service requests.

• Establish performance metrics and assist in implementation, user validation, and outcome monitoring.

⛳️ Requirements

• Proven experience in enhancing customer service or service delivery processes, journey mapping, and operational model design.

• Strong analytical skills to assess capacity, performance metrics, and service levels.

• Capability to convert customer experience assessments into practical operational modifications.

• Preferred: background in service design.

• Preferred: experience in organizing concierge services.

• Preferred: experience in specialized customer service roles.

• Preferred: familiarity with operations in insurance companies.

🏝️ Benefits

• Engagement through a collaborative model.

• People Hub – Benefits Club.

• Home office allowance provided on a prepaid card with no spending restrictions, usable wherever you prefer.

• TDI – Temporary Disability Benefit.

• Birthday day off – because it’s a day worth celebrating!

• Anywhere Office – work from the location that suits you best.

• TotalPass.

• Training and certification opportunities.

• Colab+ package, which includes access to WellHub, Avus, Starbem, and Dasa +saúde.