Senior Journey Analyst

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

📋 Description

• Oversee and assess key performance indicators (KPIs) pertaining to customer experience, including satisfaction, loyalty, retention, and NPS (Net Promoter Score).

• Analyze, map, and continually refine the complete customer journey, concentrating on pivotal moments such as First Use (first value), Onboarding, retention, and habit formation.

• Create and execute strategies aimed at enhancing customer communication and engagement throughout their journey.

• Design and deliver training sessions/presentations for the customer service team to elevate service skills and facilitate exceptional customer experiences.

• Stay abreast of market trends and best practices in customer experience within the legal tech sector, consistently integrating innovations/improvements into our customer journey.

• Prepare management reports and dashboards regarding customer experience, offering actionable insights and strategic recommendations to the Executive Board.

• Suggest and implement programs focused on customer loyalty and retention.

• Serve as the technical and strategic liaison between customers and internal teams, translating identified pains and behaviors (Voice of the Customer - VOC) into actionable plans and clear directions for Product (usability), CS Marketing (education and communication), and CS (support) teams.

• Conduct interviews with internal and external customers regarding interaction flows throughout the journey.

• Map customer journeys and consistently evaluate the support/service flow to recommend actions aimed at improving retention.

⛳️ Requirements

• A minimum of 4 years’ experience in Customer Experience, CS Ops, or CX Intelligence, preferably within the technology (SaaS) industry.

• Experience in mapping, proposing, and structuring customer journeys.

• Technical expertise in extracting and analyzing data from BI, analytics tools, or CRMs, correlating customer behavioral data throughout the journey with business metrics.

• Strong knowledge of CX and SaaS metrics (NPS, CSAT, CES, Churn Rate, LTV, Retention, Time-to-Value, etc.).

• Exceptional communication skills to effectively engage, influence, and ensure project delivery with other teams (Product, Engineering, Marketing).

• Preferred qualifications include:

• Experience with Intercom, Notion, Figma, or Miro.

• Background in building processes from the ground up, prioritizing high-impact requests, and making autonomous strategic decisions.

• Familiarity with dashboard creation.

🏝️ Benefits

• Meal/Food Allowance: R$ 1,300 monthly on a flexible card, not deducted from payroll.

• Home Office Allowance: R$ 135 monthly, not deducted from payroll.

• Health Plan: Bradesco (national).

• Dental Plan: SulAmérica.

• Life Insurance.

• Extended parental leave: participation in the Empresa Cidadã Program, offering leaves that support various family structures, including adoption, same-sex couples, and single-parent families.

• Childcare Assistance: available for children up to 5 years old.

• Gympass/Wellhub: a wellness platform focused on physical activity and holistic health, providing access to numerous gyms, studios, live classes, and wellness apps for a single monthly fee.

• Conexa Saúde: a digital health platform offering a variety of specialties; team members can access 2 free psychological consultations and 2 free nutritional consultations monthly.

• Guapeco: a pet health plan with easy enrollment, nationwide coverage, and reimbursements of up to 100%.

• Language school partnerships: discounted English and Spanish programs with OpenEnglish, Fluentia, and Instituto Cervantes, available online and in-person.

• Profit Sharing (PLR): if the team meets the annual target, everyone (truly!) receives profit sharing.

• Relax Week: no work on business days between Christmas and New Year’s, allowing everyone to rest and enjoy the year-end as they prefer.

• Workstation Allowance: aside from providing a laptop, we offer an allowance of R$ 2,400 to help establish a comfortable home workspace.

• Birthday Day Off: enjoy one full day off in your birthday month to relax and celebrate.

• Work at a Great Place to Work©: recognized as one of the best companies to work for in Latin America and Brazil.