Data Analyst

Description

Job Summary: We are seeking a professional with experience in insurance and digital customer service to analyze performance, optimize digital customer journeys, and propose continuous improvements in efficiency and customer experience. Key Highlights: 1. Strategic involvement in optimizing customer digital journeys. 2. Collaboration with multiple departments for continuous improvement. 3. Focus on innovation in digital customer service and customer experience. We seek a professional with experience in the insurance market and expertise in digital customer service (IVR, bots, self-service), focused on analyzing performance, optimizing journeys, and proposing continuous improvements in efficiency and customer experience. Responsibilities Analyze the performance of IVR, bots, and digital workflows. Identify opportunities for improvement in the Customer Digital Journey. Propose actions to increase efficiency, reduce costs, and improve satisfaction. Work closely with Business, Operations, and IT teams. Monitor KPIs and suggest continuous enhancements. Mandatory Requirements Experience in the insurance market. Knowledge of IVR, bots, and digital customer service. Experience in CX and Customer Digital Journey. Analytical, consultative, and results-oriented profile. Strong communication and organizational skills. **Requirements:** Preferred Qualifications Familiarity with the Genesys Cloud platform. Experience with BOT flows, voice bots, or chatbots. Experience in digital transformation projects.