Senior Customer Experience Analyst – Journeys

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

📋 Description

• Oversee the advancement of comprehensive customer journeys

• Utilize data, business insights, and technical knowledge to pinpoint issues

• Develop structured solutions and spearhead initiatives that enhance customer satisfaction and operational efficiency for the organization

• Drive experience enhancement projects in collaboration with relevant teams

• Act as a vital connection between Business, Product, and Technology

⛳️ Requirements

• Map out, analyze, and evolve comprehensive customer journeys

• Identify friction points and opportunities for improvement using experience, customer service, and operational data

• Lead experience enhancement projects and ensure their execution with the relevant teams

• Serve as a liaison between Business, Product, and Technology

• Convert journey requirements into functional and technical specifications

• Create and refine user stories, acceptance criteria, and backlog items

• Analyze metrics such as NPS, CSAT, CES, customer interactions, payment failures, delinquency, and account regularization

• Conduct root cause analyses and formulate strategic recommendations

• Coordinate initiatives involving Technology, Product, Operations, CRM, Customer Service, and partners

🏝️ Benefits

• Comprehensive health and wellness programs

• Opportunities for professional development and career advancement

• Flexible working hours and remote work options

• Competitive salary and performance-based incentives

• Supportive and collaborative work environment