Senior Operational Performance and Data Analyst

Jobtailor; Belo Horizonte; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor in Belo Horizonte, Brazil seeks a Data & CX Process Manager to drive improvements across customer journey and operations. You will lead initiatives with product and technology teams to optimize maintenance monitors and governance of records, ensuring consistent communications.

You will analyze CX metrics, translate data into recommendations, and map processes for governance and continuous improvement, collaborating with Operations, Analytics, and Sales to implement structural

Qualificações

• Bachelor's degree or equivalent in Engineering, Business Admin, Economics, IS, Data Science, or related fields.
• Experience in process management, operations, continuous improvement, or CX.
• Strong analytical skills and ability to translate data into actionable recommendations.
• Experience with operational and CX metrics.
• Proficiency in Power BI and advanced Excel.
• Knowledge of SQL.
• Experience with automation tools (Power Automate, Power Apps, or similar).
• Collaborative and organized profile with good communication and cross-area work ability.
• Knowledge of Lean, process management, customer journey, and operational governance.

Responsabilidades

• Lead initiatives to improve maintenance monitoring processes.
• Evolve the customer's digital journey across the lifecycle with product and technology teams.
• Design and monitor customer communications across the journey for consistency and effectiveness.
• Ensure quality of records and controls in corporate systems related to operations.
• Measure and monitor performance indicators for teams that interact with customers.
• Conduct ad hoc analyses to support management decision-making.
• Monitor and analyze customer experience metrics, especially NPS, for improvements.
• Map, document, and standardize processes to promote governance and continuous improvement.
• Support operations in process alignment, routine definition, and execution monitoring.
• Work cross-functionally with Operations, Technology, Customer Service, Product, and Analytics to implement structural improvements.

Conhecimentos

Analytical thinking

Process management

Cross-functional collaboration

Formação académica

Bachelor's degree in Engineering, Business Administration, Economics, Information Systems, Data Science, or related fields

Ferramentas

Power BI

Advanced Excel

SQL

Power Automate

Power Apps

Descrição da oferta de emprego

Responsibilities

• Lead initiatives to improve maintenance monitoring processes
• Evolve the customer's digital journey across the entire lifecycle, in partnership with product and technology teams
• Design and monitor customer communications across the journey, ensuring consistency and effectiveness
• Ensure the quality of records and controls in corporate systems related to operations
• Measure and monitor performance indicators for teams that interact directly with customers
• Conduct ad hoc analyses to support management decision-making
• Monitor and analyze customer experience metrics, especially NPS, identifying opportunities for improvement
• Map, document, and standardize processes, promoting governance and continuous improvement
• Support operations in process alignment, definition of routines, and execution monitoring
• Work cross-functionally with Operations, Technology, Customer Service, Product, and Analytics to implement structural improvements

Requirements

• Bachelor's degree in Engineering, Business Administration, Economics, Information Systems, Data Science, or related fields
• Experience in process management, operations, continuous improvement, or customer experience (CX)
• Strong analytical skills and the ability to translate data into actionable recommendations
• Experience with operational and customer experience metrics
• Proficiency in Power BI and advanced Excel
• Knowledge of SQL
• Experience with automation tools (Power Automate, Power Apps, or similar)
• Collaborative and organized profile, with good communication skills and ease working across different areas of the company
• Knowledge of Lean, process management, customer journey, and operational governance

Core Competencies

Demonstrates expertise in process management and customer experience optimization, leveraging strong analytical skills to translate data into actionable insights. Proficient in utilizing tools like Power BI and SQL to monitor performance metrics and drive continuous improvement initiatives.

Tools & Technologies

• Power BI
• Advanced Excel
• SQL
• Power Automate
• Power Apps