Senior Customer Insights Analyst

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

📋 Description

• In the role of Customer Insights Analyst, you will transform behavioral signals, feedback, and journey data into diagnoses, actionable recommendations, and hypotheses regarding impact, thereby playing a key role in shaping our customers' experience and roadmap.

• Manage the Voice of Customer (VoC) listening and collection system.

• Gather and analyze customer data and feedback, merging qualitative and quantitative insights from various sources to deliver comprehensive, actionable analyses of behavior, perception, and product usage.

• Design and implement research and feedback initiatives.

• Actively engage customers with Product initiatives through customer communities or by fostering relationships with key segments.

• Identify deficiencies in customer listening and suggest new channels or methods for data collection based on journey analysis and product requirements.

• Conduct systematic analysis of the customer journey to pinpoint opportunities and friction points.

• Analyze, synthesize, and generate actionable insights.

• Integrate multi-source data into comprehensive cross-analyses of the customer experience.

• Structure problems, prioritize pain points, and convert insights into clear, prioritizable recommendations that align with impacts on product, revenue, and customer experience.

• Develop and refine dashboards and experience metrics to ensure consistency, reliability, and effective decision-making.

• Create executive narratives and engage in strategic forums to influence decision-making.

• Function as a key liaison to Product, comprehending the business's critical issues to guide initiatives while ensuring alignment between customer feedback, business opportunities, and action plans.

• Assist in prioritizing the Product backlog by providing evidence of impacts on customer experience and the costs associated with customer pain.

• Collaborate with Product and Growth teams to co-create experiment hypotheses (e.g., tests involving communication or notifications).

• Manage Reputation and Feedback.

• Identify reputational risks and dissatisfaction drivers on external platforms (such as Reclame AQUI, app ratings, reviews), converting signals into alerts and actionable recommendations.

• Serve as an early warning system for sensitive issues, preparing timely alerts and narrative adjustments for Product, Support, and Communications.

⛳️ Requirements

• Previous experience in roles related to Voice of Customer, Customer Insights, Customer Experience, Business Analyst, or similar fields.

• Strong analytical capabilities with the skill to interpret complex data and derive actionable insights.

• Proficiency in quantitative and qualitative research methodologies, with practical experience in conducting studies and measuring results.

• Expertise in data analysis and visualization tools (e.g., advanced Excel, Metabase, and similar platforms).

• Exceptional verbal and written communication skills, capable of articulating ideas clearly and succinctly.

• Ability to collaborate effectively within a team, influence decisions through data and insights, and work across various areas.

• Familiarity with governance routines and participation in strategic forums.

• Preferred / Nice-to-have:

• Experience with predictive modeling (e.g., churn propensity, satisfaction, usage).

• Experience with segmented journeys and persona-based analyses.

• Background in analyzing reputation and public channels.

🏝️ Benefits

• Not specified