Customer Experience (CX) Analyst

Concentrix - CA; Fortaleza; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global technology and services leader is seeking a Customer Experience (CX) Analyst in Fortaleza, Brazil. The ideal candidate will lead transformational projects, analyze customer feedback, and develop actionable insights. A bachelor's degree and experience in customer experience are required. This is a full-time hybrid position offering an opportunity to work with large clients and develop recommendations for improvement.

Qualificações

• 3+ years in customer experience or related role.
• Familiarity with CX tools and CRM systems is a plus.
• Fluent in English is required.

Responsabilidades

• Analyze customer feedback from various sources.
• Develop and maintain customer journey maps.
• Conduct qualitative research like interviews and focus groups.
• Identify opportunities to improve customer experience.
• Collaborate with operations and support teams.
• Present insights and recommendations to stakeholders.

Conhecimentos

Qualitative research skills

Journey mapping

Excel proficiency

Excellent communication

Presentation skills

Formação académica

Bachelor’s degree in Business, Marketing, or related field

Ferramentas

Qualtrics

SurveyMonkey

Descrição da oferta de emprego

Overview

Job Title: Customer Experience (CX) Analyst

We are Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Job Summary

We are searching for a talented Customer Experience (CX) Analyst to help lead a team through transformational projects. This role will work with large clients, interface with internal and external stakeholders, and develop recommendations for improvement. Will be responsible for autonomously executing tasks as they relate to the project or needs of the client. The Senior Analyst should possess an ability to learn new concepts, develop existing skills, and contribute value to strategic client initiatives while taking initiative to help lead teammates through strategic projects.

Are you passionate about leveraging data, generating compelling and actionable insights that drive business value, and being part of high performing teams? Do you have the desire to be part of a company whose vision is to continuously be the greatest customer engagement services company in the world? Do you want to be part of a company that is rich in Diversity and Talent? Then we have the perfect role for you!

Key Responsibilities

• Collect and analyze customer feedback from surveys, support interactions, social media, etc.
• Develop and maintain customer journey maps and process maps.
• Conduct qualitative research: interviews, focus groups, observations, mystery shopping.
• Identify opportunities to improve CX and provide actionable recommendations.
• Collaborate with operations and support teams.
• Use Excel for quantitative analysis.
• Present insights and recommendations to stakeholders with associated return on investment.

Qualifications

• Bachelor’s degree in Business, Marketing, Data Science, Analytics, or related field.
• 3+ years in customer experience, or related role.
• Strong qualitative research skills and journey mapping experience.
• Proficient in Excel.
• Excellent communication and presentation skills.
• Familiarity with CX tools (Qualtrics, SurveyMonkey) and CRM systems is a plus.
• Experience in process mapping or contact center/self-service channels is highly valued.
• Fluent English required.

#LI-Hybrid #Brazil #Fortaleza

Location: BRA Fortaleza - Rua Goncalves Ledo

Language Requirements:

Time Type: Full time

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