Customer Experience (CX) Analyst (English speaking)

Hyland; São Paulo; Presencial; BRL 60.000 - 80.000; Tempo integral

Resumo da oferta

A leading company is seeking a Customer Experience Analyst 3 to enhance customer satisfaction through data analysis and actionable insights. The role involves collaborating with cross-functional teams, developing dashboards, and mentoring team members. Ideal candidates should have a Bachelor's degree and 3 years of relevant experience, particularly in SaaS environments.

Qualificações

• Minimum of 3 years experience as a Customer Experience analyst, preferably in SaaS.
• Proficiency in Salesforce and customer feedback management systems.

Responsabilidades

• Collect, analyze, and interpret customer feedback to identify areas for improvement.
• Develop and maintain dashboards to display key performance indicators.
• Present data-driven findings and recommendations to stakeholders.

Conhecimentos

Communication

Data Analysis

Project Management

Critical Thinking

Collaboration

Formação académica

Bachelor's degree

Ferramentas

PowerBI

Salesforce

Microsoft Office

Excel

Descrição da oferta de emprego

Overview

The Customer Experience Analyst 3 is responsible for collecting and analyzing customer feedback, sharing actionable insights, and making recommendations to key stakeholders to enhance customer satisfaction.

What you will be doing

1. Collect, analyze, and interpret customer feedback to identify common issues and areas for improvement in the customer journey.
2. Develop and maintain dashboards to display key performance indicators and insights to improve customer satisfaction and retention.
3. Monitor and report on customer experience metrics and trends (e.g., NPS, CSAT).
4. Collaborate with cross-functional teams (e.g., product support) to implement solutions based on customer insights.
5. Present data-driven findings and recommendations to stakeholders at all levels to facilitate product and service improvements.
6. Stay updated on survey and CX best practices and recommend their implementation.
7. Coordinate with marketing operations on feedback collection, communications calendar, and backlog.
8. Participate in improving the voice of customer program and provide feedback for enhancements.
9. Mentor and train team members; provide feedback to leadership on technical skills.
10. Ensure compliance with all privacy and data security policies, including Hyland’s Information Systems Security Policy.

What will make you successful

• Bachelor's degree or equivalent experience.
• Minimum of 3 years experience as a Customer Experience analyst, preferably in SaaS.
• Experience building dashboards using PowerBI.
• Proven ability to surface insights through dashboards and recommend actionable projects.
• Experience analyzing customer feedback data and interactions.
• Knowledge of customer success principles, such as journey mapping.
• Proficiency in Salesforce and customer feedback management systems.
• Strong data analysis skills and familiarity with data analysis tools.
• Proficiency in Microsoft Windows and Office.
• Excellent communication skills, both oral and written.
• Strong organizational, multitasking, and time management skills.
• Effective collaboration skills across teams and levels.
• Strong Excel skills.
• Sound judgment, business acumen, and leadership qualities.
• Project management and facilitation skills.
• Interpersonal skills to maintain rapport and professionalism.
• Data gathering, interviewing, and problem-solving skills.
• Critical thinking abilities.
• Understanding of customer behavior.
• Ability to innovate and translate goals into solutions.
• Self-motivated with project management abilities.
• Ability to work in a fast-paced, deadline-driven environment.
• Attention to detail.
• Ability to influence and motivate teams and partners.
• Effective presentation skills.
• Discretion handling sensitive information.
• Rapport-building and consensus-gaining skills.
• Ability to work independently and collaboratively.
• Coaching and mentoring capabilities.
• Knowledge of operating systems like Salesforce.
• Fluency in English.
• Up to 5% travel required.