Digital Channels Analyst (Mid-Level)

Jobtailor; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo seeks an analytical professional to map business, technology, and user requirements, and to assess the feasibility of proposed solution designs with a strong focus on improving customer experience. You will analyze customer service metrics, document current processes and journeys, develop improvement proposals, and prepare commercial and executive presentations.

The role requires collaboration across departments to validate hypotheses and to support the solution’s

Qualificações

• Completed or ongoing higher education in innovation or technology-related fields.
• Availability to work on-site.
• Excel.
• Proficiency in PowerPoint.
• Knowledge of Agile methodologies (Scrum, Kanban) (preferred).
• Strong interpersonal skills (preferred).
• Creativity and curiosity (preferred).
• Analytical mindset (preferred).

Responsabilidades

• Map business, technology, and user requirements, considering the feasibility of proposed solution designs.
• Analyze qualitative and quantitative customer service metrics, focusing on results and opportunities for improvement.
• Analyze and document current customer and process flows and journeys (As Is).
• Develop improvement proposals based on identified pain points, delivering optimal customer experience.
• Prepare commercial and executive presentations to support solution sales.
• Foster collaboration across departments to validate hypotheses for solution design.
• Develop project benefits projections to support financial viability.

Conhecimentos

Customer Service Metrics Analysis

Process Flow Documentation

Agile Methodologies

Excel Proficiency

PowerPoint Proficiency

Formação académica

Higher education in innovation/technology

Ferramentas

Excel

PowerPoint

Descrição da oferta de emprego

• Map business, technology, and user requirements, considering the technical, financial, and operational feasibility of the proposed solution design
• Analyze qualitative and quantitative customer service metrics, focusing on results and opportunities for improvement
• Analyze and document current customer and process flows and journeys (As Is)
• Develop improvement proposals based on identified pain points and needs, with a focus on achieving established results and delivering the best possible customer experience
• Prepare commercial and executive presentations to support solution sales
• Foster collaboration among the company’s and client’s various departments to identify and validate hypotheses that may provide insights for the proposed solution design
• Develop project benefits projections based on metrics and calculation models to support decision-making regarding the solution’s financial viability

Requirements

• Completed or ongoing higher education (preferably in innovation or technology-related fields)
• Availability to work on-site
• Excel
• Proficiency in PowerPoint
• Knowledge of Agile methodologies (Scrum, Kanban) (preferred)
• Strong interpersonal skills (preferred)
• Creativity and curiosity (preferred)
• Analytical mindset (preferred)

Core Competencies

Demonstrates expertise in analyzing customer service metrics and process flows to develop improvement proposals that enhance customer experience. Proficient in preparing presentations and fostering collaboration across departments to support solution design and financial viability.

Highest-signal resume keywords

• Customer Service Metrics Analysis
• Process Flow Documentation
• Agile Methodologies
• Excel Proficiency
• PowerPoint Proficiency

Hard Skills

• Customer Service Metrics Analysis
• Process Flow Documentation
• Project Benefits Projections
• Improvement Proposal Development
• Financial Viability Analysis

Soft Skills

• Interpersonal Skills
• Creativity
• Curiosity
• Analytical Mindset

Industry Keywords

• Agile Methodologies
• Scrum
• Kanban
• Solution Design
• Customer Experience

Tools & Technologies

• Excel
• PowerPoint