CUSTOMER EXPERIENCE ANALYST

Description

Job Summary: Customer Experience Analyst to investigate and resolve complaints, improve processes, and contribute strategic insights to enhance customer experience in the financial sector. Key Highlights: 1. Analyze and resolve customer complaints autonomously and critically 2. Identify opportunities to improve processes and customer experience 3. Support and lead the certification of sales promoters A financial-sector company is seeking a Customer Experience Analyst in Campina Grande do Sul. **Responsibilities:** Analyze and resolve customer complaints autonomously and critically. Conduct in-depth case investigations, considering regulations, internal policies, data, and historical records. Determine the validity of complaints and define appropriate follow-up actions. Engage and monitor responsible departments to ensure rapid and effective solutions. Prepare reports with analyses, trends, and improvement suggestions. Identify opportunities to improve processes and customer experience. Participate in strategic meetings, providing insights and recommendations. Support and lead the certification of sales promoters. Contribute to training and guidance based on key issues identified. Ensure compliance with financial-sector regulations and support audits and internal controls. Previous roles such as Customer Service Specialist, Customer Support Analyst, User Experience Consultant, or Customer Satisfaction Coordinator may indicate alignment with some responsibilities of this position. Bachelor's degree required. Relevant experience required. **Compensation and Benefits:** * Salary: BRL 7,500.00 * Cost-of-Living Allowance * Meal Voucher * Food Allowance * Medical Insurance * Dental Insurance * Childcare Assistance **Additional Information:** * Employment Type: Hybrid — Hybrid work model. * Candidates from Quatro Barras, Bocaiúva do Sul, Piraquara, or Colombo are also eligible for this position. * Duration: Full-time * Working Hours: To be determined.