Senior Customer Experience Analyst | Hybrid

Description

We are looking for a strategic-minded professional to join our team and serve as Elife’s primary authority figure with one of our clients. If you love working with people and building relationships, are passionate about data and team performance tracking, and possess a sharp eye for process improvement, this role is for you. **What you’ll orchestrate here:** * Data intelligence: Produce strategic reports and analyses that translate consumer behavior into actionable insights. * Strategic liaison: Serve as Elife’s strategic representative with the client, establishing yourself as an authority on customer service and social media monitoring. You will be responsible for building bridges and supporting other company departments through data and analysis. * Active team oversight: Lead onboarding, mentor the team, and elevate performance standards through structured feedback rituals, calibration sessions, and integrations. * Technological vanguard: Implement AI, agents, and automations (e.g., n8n and other platforms) to reduce manual work and focus on cognitive tasks. * Process engineering: Identify bottlenecks and redesign workflows. If something can be improved, you’re the one who’ll make it happen. * Crisis management: Act as the first line of detection in critical situations, defending brand reputation with agility and precision. **What we’re looking for:** * Organization: You don’t rely on luck or memory—you trust structured methods and processes. You document, note down, and align. * Resilience and adaptability: Maturity in handling complex scenarios, cross-functional collaboration, and receiving continuous feedback as a growth tool. * High-impact communication: Fast, clear, and mature responses necessary for engaging with global clients and squads. * Synergy and communication: Agile and fluent communication with managers, clients, and team members. * Investigative mindset: A sharp critical sense to read between the lines, generate insights, and anticipate market movements. * Leadership maturity: Ability to navigate cultural differences, diverse profiles, and lead people with empathy and active listening. * Buzzmonitor proficiency: Experience creating filters, dashboards, and strategic reports; * Accountability: You take ownership, anticipate problems, and deliver solutions—not just justifications. * AI Enthusiast, our top priority: We don’t seek only those who \"know how to use\" AI—we seek those curious enough to explore the boundaries of new tools. Here, you can pioneer discoveries that truly impact Elife and position you as a subject-matter reference. Familiarity with n8n, programming logic, and workflow structuring are strong differentiators. **Requirements:** * Completed or ongoing undergraduate degree in Journalism, Advertising and Public Relations, Public Relations, Radio and TV, Marketing, or related fields. **Preferred qualifications:** * Prior work experience at Elife (current or previous). **Schedule:** 9 AM to 6 PM, Monday to Friday. **Location:** São Paulo (SP), Morumbi region **Mandatory:** Residency in São Paulo (SP), or full availability for the hybrid model (3 days per week onsite at the client’s location).