Description: Above all, you must identify with our purpose: to value people so that each one can build their own story. In addition, it is desirable that you have * Experience in CX, satisfaction metrics, and data analysis. * Solid knowledge of NPS, CSAT, CES, and research methodologies, including customer journey mapping. * Ability to transform insights into actionable and measurable strategies. * Strong communication skills and influence capability to engage stakeholders. * Experience working within multidisciplinary squads, collaborating closely with Product, Technology, and Customer Support teams. * Ability to strategically organize and prioritize tasks. Nice-to-have * Experience in financial services companies or fintechs. * Familiarity with analytics and survey automation tools (e.g., SoluCX, Power BI, Typeform). * Certifications or experience in Service Design, Design Thinking, or agile methodologies. Your challenge will be * Coordinating the deployment of surveys and data analysis to identify opportunities for improving the customer journey. * Managing NPS and other CX-related surveys, ensuring proper implementation and strategic data analysis. * Developing detailed reports and presenting relevant insights to various departments across the company. * Monitoring and implementing improvements based on customer feedback, ensuring an optimized customer experience. * Participating in client visits to gather insights and strengthen relationships. * Leading the creation and updating of FAQs, ensuring clear and efficient communication. * Reviewing and updating customer support procedures to promote operational consistency and efficiency. * Handling complex customer interactions, analyzing scenarios, and proposing effective solutions. * Analyzing customer feedback to identify opportunities for optimization and increased profitability. * Mapping customer journeys and validating improvements to ensure a seamless and intuitive experience. * Developing action plans, leading and monitoring CX initiatives, and representing the CX function in multidisciplinary teams. 251217020255511591