Senior Customer Experience Analyst
New
BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- SQLData AnalysisQliksenseTableauAgile methodologiesStakeholder management
Requirements
- Experience in Customer Experience, Journey Management, Product Operations, Continuous Improvement, or related fields.
- Proven experience leading cross-functional initiatives and collaborating within agile squad environments.
- Ability to translate Voice of Customer insights into actionable plans and scalable improvement initiatives.
- Practical SQL knowledge, including joins, aggregations, filtering, and basic calculations.
- Experience using BI and data visualization tools such as Tableau, Qlik Sense, or similar platforms.
- Strong understanding of customer experience metrics, including NPS, CSAT, CES, and operational performance indicators.
- Experience working across multiple service channels, including digital journeys, customer support, self-service, and automated interactions.
- Strong analytical and problem-solving skills with the ability to work effectively with both quantitative and qualitative data.
- Excellent stakeholder management, negotiation, and influencing capabilities.
- Strong written and verbal communication skills with the ability to present findings to leadership audiences.
- Systems thinking mindset with a focus on customer outcomes and business impact.
- Familiarity with agile methodologies, digital products, and customer-centric product development practices.
Responsibilities
- Analyze Voice of Customer data from surveys, customer interactions, support channels, research findings, and behavioral metrics to identify improvement opportunities.
- Conduct quantitative and qualitative discovery activities to uncover customer pain points, journey friction, and root causes of recurring issues.
- Transform customer insights into structured, prioritized initiatives with clear action plans, ownership, and measurable outcomes.
- Lead end-to-end customer experience improvement projects, coordinating cross-functional teams through execution and validation.
- Act as the owner of assigned customer journeys, continuously monitoring KPIs and driving iterative improvements.
- Participate actively in squad ceremonies, representing the customer perspective and influencing product decisions.
- Support backlog prioritization by providing data-driven recommendations based on customer and business impact.
- Monitor experience, operational, and business metrics, ensuring implemented solutions deliver expected results.
- Identify risks, dependencies, and cross-functional impacts while facilitating alignment among stakeholders.
- Promote continuous improvement by sharing learnings, improving frameworks, and enhancing customer experience governance.
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