Job Summary: We are seeking a Senior Customer Experience Analyst to strategically drive the evolution of B2B customer journeys, Salesforce Service, and insights for continuous improvement. Key Highlights: 1. Strategic involvement in the evolution of customer journeys and service processes 2. Leadership in analyzing B2B customer journeys and Salesforce Service 3. Development of insights to transform the customer experience Everything we do is only possible with people at the center; therefore, we are committed to inclusion and value diverse ways of contributing to building a more positive tomorrow. We want an even more diverse Auren! We encourage applications from people with disabilities, women, LGBT+ individuals, Black and Indigenous people, and people of diverse ages and regions! We are looking for a Customer Experience Analyst III (Senior) to strengthen our team with strategic contributions toward evolving customer journeys, service processes, and leveraging data to guide improvements. The professional will lead the analysis of B2B customer journeys, advance Salesforce Service, and develop insights that support decision-making and customer experience transformation. **Responsibilities and Duties** * Map, review, and improve B2B customer journeys, identifying friction points and efficiency opportunities. * Drive the evolution of Salesforce Service Cloud by designing workflows, automations, and experience enhancements. * Structure and monitor CX metrics (NPS, CSAT, CES, LTV), ensuring an integrated view of journey indicators. * Lead B2B Voice of Customer (VoC) initiatives, consolidating feedback from multiple channels (surveys, support interactions, complaints) and transforming them into hypotheses, insights, and improvement drivers. * Develop PowerBI dashboards and reports to provide visibility into customer journeys and experience metrics. * Collaborate with internal departments to promote digitalization and continuous improvement. Support user departments in interpreting data and enhancing the customer experience across various journey stages. * **Requirements and Qualifications** * Bachelor’s degree in Business Administration, Engineering, Economics, Communications, Computer Science, or related fields. * Senior-level experience in Customer Experience, journey design, customer service, or digital products. * Knowledge of Salesforce Service Cloud. * Ability to communicate insights clearly and in a business-oriented manner. Digital mindset, customer focus, and an integrated process perspective. * **Additional Information** * Experience in the energy sector is a plus. * Proficiency in PowerBI, SQL, Python, or other analytical tools will be considered advantageous. * We seek someone with journey-oriented vision, strong analytical depth, and motivation to transform end-to-end experiences. Our transformative growth strategy has positioned us as the third-largest power generator in the country, with 8.8 GW of installed capacity. We operate across nine states, managing 39 assets and maintaining a diversified portfolio of wind, solar, and hydroelectric generation—placing us among the leaders in 100% renewable energy production. We are one of the largest players in the national market, consolidating our position as the leading energy trading company in Brazil: in 2023 alone, we traded an average of 4.1 GW. We offer energy efficiency solutions tailored to clients of all sizes across retail and wholesale segments. Guided by sustainability, ethics, and safety—and focused on the well-being of our people and the positive impact on society—we aim to deliver remarkable results and build a positive legacy for society. **We generate results that positively impact the entire ecosystem:** With strong execution capability and transformative power, we create and share value to consistently exceed our customers’ expectations. **We strengthen people and relationships:** Auren’s energy stems from our people—the core of all our relationships. By combining strengths and fostering inclusion and diversity, we grow stronger and more capable—together. **We energize tomorrow:** With courage to embrace the new and a commitment to lifelong learning, we continuously work toward a lighter, cleaner, and more sustainable future. **Being part of the Auren team means contributing to:** * Large-scale generation of 100% renewable energy; * 8.8 GW of installed capacity; * A clean and diversified energy matrix, with assets distributed across 9 states; * A broad client portfolio, which transacted 4.1 GW in 2023; * A diversified portfolio of products and solutions focused on customer needs; * Continuous investment in market intelligence and digitalization; * Social initiatives and community programs near our operations, promoting entrepreneurship, income generation, inclusion of people with disabilities in the labor market, and expanded access to sports, leisure, culture, and education for children, youth, and adults; * An innovation ecosystem, supporting startups such as Aquarela Advanced Analytics, Flora Energia, and Way2 Technology; * In 2024, we announced the creation of GUD Energia, a joint venture with Vivo to expand our offerings for companies seeking simple and sustainable reductions in electricity bills; * Also in 2024, we completed the acquisition of Esfera Energia, reinforcing our presence in the energy trading segment. **Some benefits for those who join our synergy:** **Functional Benefits** * Meals: cafeteria, meal voucher (VR) or food allowance (VA); * Health and dental plans; * Life insurance; * Private pension plan; * Annual variable compensation program, based on goal achievement. **Well-being** * Quality-of-Life Program; * Gym partnerships. **Professional and Human Development** * Tuition reimbursement program; * Learning Hub that encourages diverse forms of knowledge acquisition; * Encouragement of volunteering in social actions and programs supported by Auren; * Open Diversity and Inclusion Group (for members or allies); * Periodic internal engagement surveys. * Flexible working hours and hybrid work model (for corporate roles) **If this resonates with you, come be Auren with us!**