Description: Key Skills * Ability to build executive reports and structured analyses that support strategic decision-making. * Proficiency in BI tools such as Power BI, Looker Studio, or Tableau. * Knowledge of data modeling, predictive analytics, and statistics. * Experience with customer experience and service metrics (e.g., NPS, CSAT, CES, SLA, FCR, TMA, volume, backlog, etc.). * Experience integrating and manipulating large volumes of data. * Experience in retail, e-commerce, or customer service/post-sales operations. * Knowledge of Customer Journey Mapping. * Experience with financial metrics and ROI analysis. * Basic knowledge of the Brazilian Consumer Protection Code (CDC). Requirements: * Completed undergraduate degree; * Proven experience in data analysis, BI, and operational intelligence (minimum 3 years); * Proficiency in SQL databases and BigQuery (SQL Server, Teradata), Visual Studio, and advanced Excel; * Knowledge of Power BI, PowerPoint, and CANVA for dashboard development; * Excellent oral and written communication skills; * Basic knowledge of Python; * Certifications in Power BI, Analytics, Data Science, SQL, Google Data Analytics, Tableau Specialist, or similar. * Certifications related to Customer Experience (e.g., CXPA), Customer Success, or Lean Six Sigma are a plus. * Monitor, consolidate, and analyze KPIs across N1, N2, N3, CX, and Operations areas (exchanges, returns, and warranties). * Support the Back-Office Coordinator in managing operational performance and efficiency. * Design strategic and executive performance dashboards and reports. * Identify deviations, bottlenecks, and improvement opportunities in N3 processes. * Track logistics costs and warranty indices with suppliers and carriers. * Ensure standardization and governance of metrics across departments and systems. * Propose automations, standardizations, and system integrations. * Support internal and external audits, ensuring data governance and traceability. * Translate data into insights that support customer loyalty and retention in post-sales. 2512140202201920269