Customer Voice Process Analyst

Description

Job Summary: Work on data analysis, dashboard development, and identification of improvement opportunities for customer experience, supporting the evolution of the Customer Voice (VoC) program. Key Highlights: 1. Analysis of customer voice data from multiple channels 2. Development and maintenance of executive dashboards and reports 3. Generation of strategic insights from quantitative and qualitative data **About the Company** SEGULA Technologies is a global engineering group serving all major industrial sectors: automotive, aerospace, energy, rail, naval, pharmaceutical, and petrochemical. With a presence in 30 countries and 140 offices worldwide, the Group is committed to building close relationships with its clients, leveraging the expertise of its 15\.000 employees. A leading engineering company placing innovation at the core of its strategy, SEGULA Technologies delivers large-scale projects—from research through industrialization to production. We encourage candidates from diverse backgrounds—including but not limited to race, ethnicity, gender, sexual orientation, age, disability, and religion—to apply. **Job Description** * Analyze customer voice data from multiple channels (NPS, CSAT, Reclame Aqui, internal surveys, contact centers, etc.) to identify trends, pain points, and opportunities. * Analyze customer experience metrics and identify improvement opportunities * Build and maintain executive dashboards and reports * Support the evolution of the Customer Voice (VoC) program * Manage and track action plans with internal departments * Map customer journeys and identify friction points * Generate strategic insights from quantitative and qualitative data * Support facilitation of the Customer Voice Committee * Ensure feedback loop closure (closing the loop) **Qualifications** * Bachelor’s degree in Business Administration or related fields. * Prior experience in Customer Experience (CX), Customer Success, Market Research, or related areas. * Experience with survey tools (e.g., Qualtrics, SurveyMonkey, Track.Co) and CRM systems (e.g., Salesforce, Zendesk). * Advanced Excel skills (pivot tables, charts). * Experience with CX metrics (NPS, CSAT, CES).