Senior Customer Experience Analyst – Customer Journey, Metrics

Jobtailor; São Paulo; Presencial; BRL 70 000 - 110 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Customer Experience Analyst to systematize customer journey analysis, identify friction points, and translate insights into strategic improvements. You will conduct root cause analyses, consolidate multi-channel feedback, and present findings to executives using dashboards.

The role emphasizes collaboration with internal teams to promote a customer-centric culture and drive impact across the business.

Qualificações

• Bachelor’s degree completed as stated in the requirements.
• Proficiency with CRM tools such as Dynamics, Salesforce and Zendesk.
• Experience collecting and analyzing customer feedback across channels.
• Strong MS Office and data reporting skills.
• Degree in Business Admin, Engineering, Marketing, Communications, Statistics, Economics or related field.

Responsabilidades

• Apply a systemic view of customer processes and journeys, identifying friction points and opportunities for improvement.
• Conduct root cause analyses of critical customer experience issues, connecting symptoms, processes, data, and business impact.
• Collect, consolidate, and analyze customer feedback from multiple channels, transforming it into diagnoses and strategic recommendations.
• Translate customer experience data and insights into improvement proposals focused on impact, efficiency, and decision-making.
• Communicate results and recommendations through reports, executive presentations, and dashboards.
• Manage multiple workstreams and requests simultaneously, prioritizing activities based on their impact on customers and the business.
• Act proactively and collaboratively with internal teams, promoting a customer-centric culture and supporting the implementation of proposed initiatives.

Conhecimentos

Customer Experience Analysis

Root Cause Analysis

CRM Tools Proficiency

Data Analysis and Reporting

Project Management

Formação académica

Bachelor’s degree completed

Degree in related field (BBA/Engineering/Marketing/Comm/Stats/Economics)

Ferramentas

Power BI

Dynamics

Salesforce

Zendesk

Microsoft Office

Descrição da oferta de emprego

• Apply a systemic view of customer processes and journeys, identifying friction points and opportunities for improvement throughout the experience
• Conduct root cause analyses of critical customer experience issues, connecting symptoms, processes, data, and business impact
• Collect, consolidate, and analyze customer feedback from multiple channels, transforming it into diagnoses and strategic recommendations
• Translate customer experience data and insights into improvement proposals focused on impact, efficiency, and decision-making
• Communicate results and recommendations through reports, executive presentations, and dashboards
• Manage multiple workstreams and requests simultaneously, prioritizing activities based on their impact on customers and the business
• Act proactively and collaboratively with internal teams, promoting a customer-centric culture and supporting the implementation of proposed initiatives

Requirements

• Bachelor’s degree completed
• Knowledge of research tools and methodologies
• Experience conducting satisfaction surveys and handling qualitative and quantitative feedback
• Knowledge of CRM tools, such as Dynamics, Salesforce, Zendesk, and others
• Proficiency in Microsoft Office
• Knowledge of Power BI
• Degree in Business Administration, Engineering, Marketing, Communications, Statistics, Economics, or a related field

Core Competencies

Demonstrates expertise in analyzing customer feedback and processes to identify improvement opportunities, utilizing research methodologies and CRM tools to drive strategic recommendations. Proficient in communicating insights through reports and presentations while managing multiple projects in a customer-centric environment.

Highest-signal resume keywords

• Customer Experience Analysis
• Root Cause Analysis
• CRM Tools Proficiency
• Data Analysis and Reporting
• Project Management

ATS Optimization Keywords

Hard Skills

• Research Methodologies
• Satisfaction Surveys
• Qualitative Feedback Handling
• Quantitative Feedback Handling
• Data Transformation
• Strategic Recommendations

Soft Skills

• Collaboration
• Communication
• Proactivity
• Customer-Centric Mindset

Industry Keywords

• Customer Journey
• Friction Points
• Business Impact
• Executive Presentations
• Dashboards

Tools & Technologies

• Microsoft Office
• Power BI
• Dynamics
• Salesforce
• Zendesk