Senior Customer Experience Analyst
R
RecargaPayFintech
BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- SQLAgileBusiness IntelligenceData AnalysisProduct ManagementQliksenseTableau
Requirements
- Experience in Customer Experience, Journey Management, Product, Continuous Improvement, or related areas.
- Experience managing cross-functional initiatives and working in squad environments.
- Ability to transform Voice of Customer insights into structured action plans.
- Practical SQL knowledge (JOIN, GROUP BY, filters, and basic calculations).
- Experience with BI tools (Tableau, QlikSense, or similar).
- Knowledge of CX metrics and digital business KPIs.
- Cross-channel experience: digital journeys, human support, bots, and self-service.
- Strong analytical skills for working with quantitative and qualitative data.
- Ability to prioritize, negotiate, influence, and manage stakeholders.
- Clear, structured, and objective executive communication.
- Systemic thinking and orientation toward business and customer experience impact.
- Familiarity with digital products, problem-solving, and agile methodologies.
Responsibilities
- Analyze Voice of Customer inputs from NPS, CSAT, CES, research, and support interactions.
- Conduct quantitative and qualitative discovery to identify pain points and friction.
- Consolidate insights related to customer journeys and product features.
- Lead end-to-end journey improvement initiatives across Product, Engineering, and Operations.
- Transform insights into prioritized initiatives with action plans and result measurement.
- Act as owner of experience evolution, monitoring KPIs and iterative improvements.
- Participate in squad rituals to represent the customer perspective in product decisions.
- Monitor behavioral metrics to drive corrective actions for churn, TPV, and contact rates.
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