Mid-level Continuous Improvement Analyst, CX

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

Vantagens oferecidas por esta oferta de emprego

Health benefits

Resumo da oferta

Jobtailor in São Paulo, Brazil seeks a results-driven Customer Experience (CX) specialist to translate strategic directions into routines and analyses. You’ll partner with Product, Tech, Ops and Customer Service to evolve the digital experience and monitor VOC, NPS, CSAT, CES, and other channels.

The role emphasizes root cause analyses, continuous improvement, and actionable insights across teams, with advanced PowerPoint/Excel and BI tools. Ideal candidates hold a CX-focused background.

Qualificações

• Bachelor’s degree in Marketing, Business Administration, Process Management, Technology, Engineering or related fields.
• Preferred CX courses.
• Process mapping.
• Ability to analyze data and generate actionable insights.
• Root cause analysis.
• Process flow design.
• Knowledge of continuous improvement tools and frameworks.
• Monitoring action plans across multiple teams.
• Advanced PowerPoint and Excel.
• Intermediate knowledge of Power BI or other BI tools.
• Knowledge of CX metrics (NPS, CSAT, CES, surveys).
• Six Sigma Yellow or Green Belt preferred.
• Experience in Product, Continuous Improvement or Quality with CX application.

Responsabilidades

• Support CX strategy execution and monitoring of customer journeys.
• Collaborate with Product, Technology, Operations and Customer Service to evolve digital experiences.
• Analyze Voice of the Customer and monitor NPS/CSAT/CES and other channels.
• Translate pain points into operational improvements.
• Conduct root cause analyses and recommend corrective actions.
• Prepare analyses and diagnostics for leadership.
• Identify variations and flag risks or opportunities.
• Support CX improvement projects and track impact on experience.
• Monitor metrics across processes and journeys.

Conhecimentos

Data analysis

Root cause analysis

Process mapping

Process flow design

Continuous improvement

PowerPoint

Excel

Power BI

CX metrics

Six Sigma Yellow/Green Belt

Formação académica

Bachelor’s degree in Marketing, Business Administration, Process Management, Technology, Engineering or related fields

Ferramentas

Power BI

Excel

PowerPoint

Descrição da oferta de emprego

• Support the Customer Experience (CX) strategy
• Ensure correct execution and monitoring of implemented customer experience journeys
• Translate strategic directions into routines, analyses and operational reports
• Collaborate with Product, Technology, Operations and Customer Service to identify opportunities to evolve the customer’s digital experience
• Management and analysis of Voice of the Customer (VOC)
• Monitor Voice of the Customer reports (NPS, CSAT, CES), SAC, Reclame Aqui and other channels to collect inputs for tracking possible improvements
• Translate customer pain points into operational improvement opportunities
• Conduct root cause analyses
• Support generation of actionable insights for partner teams
• Monitoring of metrics
• Monitor operational and experience metrics
• Prepare analyses and diagnostics
• Recommend corrective and preventive actions
• Identify significant variations and flag risks or opportunities to leadership
• Support customer journey improvement projects
• Analyze processes and flows that impact the customer journey
• Monitor implementation of improvements and their impact on the experience

Requirements

• Bachelor’s degree in Marketing, Business Administration, Process Management, Technology, Engineering or related fields
• Preferred: Customer Experience (CX) courses
• Process mapping
• Ability to analyze data and generate actionable insights
• Root cause analysis
• Process flow design
• Knowledge of continuous improvement tools (methodologies, techniques and frameworks)
• Monitoring action plans across multiple teams
• Advanced PowerPoint and Excel
• Intermediate knowledge of Power BI or other BI tools
• Knowledge of CX metrics (NPS, CSAT, CES, satisfaction and usage surveys)
• Plus: Six Sigma Yellow or Green Belt
• May have experience in Product, Continuous Improvement or Quality, provided CX concepts were applied

Core Competencies

Demonstrates expertise in Customer Experience (CX) strategy execution, data analysis, and process improvement methodologies. Proficient in monitoring CX metrics and translating insights into actionable operational enhancements.