Senior Customer Experience Analyst

Jobtailor

Rio Quente

Presencial

BRL 90 000 - 130 000

Tempo integral

Há 2 dias

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Resumo da oferta

Jobtailor seeks a skilled analyst to conduct complex analyses, map guest journeys, build dashboards, and transform feedback into actionable insights. You will support decision-making and drive customer experience initiatives across departments.

The role emphasizes data analysis, KPI development, process improvement, and executive-ready presentations. Bachelor’s degree and proficiency in Power BI and MS Office are preferred, with knowledge of BPMN, Lean, and Agile practices a plus.

Qualificações

Bachelor's degree in Business Administration, Engineering, Hospitality, Tourism, Marketing, Technology, Economics, or related field.
Advanced proficiency in Microsoft Office.
Customer Experience and customer journey management.
Data analysis and KPI development.
Process management and continuous improvement.
Dashboard development and management reporting.
Written communication and executive presentations.

Responsabilidades

Conduct highly complex technical analyses related to the assigned area of expertise.
Develop diagnoses, studies, technical opinions, and recommendations to support decision-making.
Execute strategic Customer Experience projects and initiatives under guidance of Coordinator or Specialist.
Map guest journeys, processes, and friction points, identifying opportunities for improvement.
Build and monitor metrics, dashboards, and management reports.

Conhecimentos

Customer Experience Management

Data Analysis

KPI Development

Dashboard Development

Process Management

Analytical Thinking

Problem-Solving

Generative AI

Formação académica

Bachelor's degree (listed fields)

Ferramentas

Power BI

Microsoft Office

Descrição da oferta de emprego

Conduct highly complex technical analyses related to the assigned area of expertise.
Develop diagnoses, studies, technical opinions, and recommendations to support decision-making.
Execute strategic Customer Experience projects and initiatives under the guidance of the Coordinator or Specialist.
Map guest journeys, processes, and friction points, identifying opportunities for improvement.
Build and monitor metrics, dashboards, and management reports.
Transform guest data and feedback into actionable business insights.
Monitor the progress of initiatives, evaluating results and proposing adjustments when necessary.
Prepare executive presentations and technical materials for forums and committees.
Contribute to defining and documenting standards, methodologies, and best practices.
Share technical knowledge and guide Mid-Level and Junior Analysts in activities related to the area of expertise.
Work collaboratively with partner departments, supporting the implementation of Customer Experience initiatives.
Ensure the quality, consistency, and reliability of information produced by the department.

Requirements

Bachelor’s degree in Business Administration, Engineering, Hospitality, Tourism, Marketing, Technology, Economics, or a related field.
Advanced proficiency in Microsoft Office.
Customer Experience and customer journey management.
Data analysis and KPI development.
Process management and continuous improvement.
Dashboard development and management reporting.
Written communication and executive presentations.
Analytical thinking and problem‑solving.
English is preferred but not required.
Experience with Power BI or Business Intelligence tools is preferred but not required.
Knowledge of BPM/BPMN methodologies is preferred but not required.
Knowledge of Lean, PDCA, Kaizen, Design Thinking, and Agile methodologies (Scrum/Kanban) is preferred but not required.
Knowledge of process automation and digital transformation is preferred but not required.
Experience using and applying Generative AI and Large Language Models (LLMs) is preferred but not required.

Core Competencies

Demonstrates expertise in Customer Experience management, data analysis, and process improvement, with a strong ability to transform insights into actionable strategies. Proficient in developing metrics and dashboards to support decision‑making and enhance guest journeys.

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