Senior Customer Experience Analyst

Description

**Job Objective:** Work on the development, monitoring, and continuous improvement of customer experience, promoting strategic analysis, training, and optimization initiatives for the customer journey, ensuring excellence in service delivery, retention, and satisfaction **Responsibilities:** * Monitor and track the customer journey, identifying opportunities to improve experience and satisfaction; * Develop initiatives focused on retention, loyalty, and service excellence; * Collect, analyze, and present performance and satisfaction metrics, such as NPS, attrition rates, and operational indicators; * Prepare managerial reports and dashboards for result tracking; * Plan and deliver technical and behavioral training for operational and management teams; * Develop support materials, procedures, and best practices for customer service; * Support continuous improvement, standardization, and process optimization projects; * Act as an interface between operational and strategic departments, ensuring alignment of initiatives; * Support the use of CRM tools and management systems, ensuring information accuracy and timeliness; * Ensure organization, monitoring, and control of processes related to customer experience; * Contribute to fostering a customer-centric culture and continuous improvement. **Requirements:** * Bachelor’s degree in Business Administration, Marketing, Commercial Management, or related fields; * Minimum 2 years of experience in Customer Experience, Customer Success, or customer relationship roles; * Knowledge of satisfaction indicator and metric analysis; (Preferred) * Experience with CRM tools and management systems; * Intermediate/advanced proficiency in Microsoft Office, especially Excel; Minimum Education Level: Bachelor’s Degree