Senior Data Analyst (CX Analytics)

Description

Job Summary: We are looking for a Data Analyst passionate about solving problems and developing data-driven solutions in a dynamic scale-up environment focused on customer experience. Key Highlights: 1. Working with cutting-edge technologies in a dynamic environment 2. Opportunity to leave your mark and gain recognition 3. Focus on AI-driven innovation to anticipate churn and risks If you're passionate about solving problems and building solutions through data—and want to work with cutting-edge technologies in a dynamic environment—this role is for you! We are a **scale\-up** delivering outstanding results, growing rapidly, and still have much to structure, create, test, adapt, and expand—a great opportunity to apply your knowledge, earn significant recognition, and make your mark on our story (and a bold one on your resume). We aim for ambitious outcomes over the coming years, and achieving them depends solely on us—working together and closely. We are an innovative, creative, and diverse company, so we warmly welcome you—with all your diversity. **What we value here:** ➡️ Embracing change; ➡️ Results; ➡️ Proximity; ➡️ Creating fans; ➡️ Conciseness; ➡️ Self-accountability. ### ### **Your day-to-day responsibilities will include:** * **Transforming data into narratives:** Using *Data Storytelling* to convert complex analyses into clear, visual insights that support decision-making for CX, Product, and Business teams; * **Building a 360° customer view:** Processing and integrating data from multiple sources (Zendesk, Jira, CRM, and product usage) to ensure a unified view of the customer journey; * **Managing the Health Score:** Designing and evolving executive dashboards focused on customer health (NPS, CSAT, CES, satisfaction Health Score); * **Optimizing operations:** Monitoring KPIs such as SLA, *Contact Rate*, Cost to Serve, and Omnichannel Efficiency; * **AI-powered innovation:** Developing predictive models and AI-based analyses to anticipate churn, dissatisfaction risks, and contact recurrence; * **Root cause analysis:** Conducting exploratory studies to identify bottlenecks and operational failures in the customer journey; * **Being a Data Reference:** Supporting a *data\-driven* culture across the company by collaborating directly with Engineering, Product, and Operations teams. ### **✔️ What do I need to know?** * **Experience:** Prior experience as a Data Analyst or in similar analytical roles is required—preferably with a focus on customer experience (CX) metrics; * **Technical Knowledge:** Proficiency in **SQL and Python** for data manipulation, plus experience with BI tools (Power BI, Tableau, Looker, or similar); * **Business Acumen:** Familiarity with operational metrics, journey mapping, and concepts related to predictive modeling/AI applied to business; * **Education:** Completed undergraduate degree. No specific field is required, provided you possess strong analytical ability, attention to detail, and the capacity to translate technical data for non-technical audiences. ### **Nice-to-haves (it would be great if you had):** * Experience with data integration (ETL, APIs, Databricks); * Experience with tools such as Zendesk and Jira; * Demonstrated cases of building Health Score models or predictive monitoring systems.