CX & Data Analyst

Description

Job Summary: A professional responsible for transforming interaction data into actionable insights, mapping the customer journey, and proposing operational improvements to increase customer satisfaction and service efficiency. Key Highlights: 1. Transform data into strategic insights 2. Focus on improving customer satisfaction and service efficiency 3. Data analysis for optimizing the customer journey We are seeking a professional who will be responsible for transforming interaction data into actionable insights that guide strategic decisions. This includes mapping the customer journey, identifying friction points, correlating metrics to understand the relationship between KPIs and customer satisfaction, and proposing operational improvements. The goal is to increase both customer satisfaction and service efficiency, using databases as support. Requirements: At least 18 years old; Education: Completed Bachelor's degree; Reside in Salvador or Lauro de Freitas. Relevant experience in the field. **Main Responsibilities:** **M**onitoring KPIs: Track and analyze performance metrics, cross-referencing them with quality and satisfaction indicators. Root Cause Analysis: Identify reasons for recurring contacts and failures in the customer journey that lead to dissatisfaction or repeat calls (FCR). Management Reporting: Develop dashboards and executive reports that translate complex data into clear narratives for managers and stakeholders. Customer Journey Mapping: Design the customer flow to detect bottlenecks and improvement opportunities in processes. **Desired Competencies:** Advanced Excel: Proficiency in pivot tables, complex formulas, and data visualization. BI Tools: Experience with Power BI. CX Methodologies: Knowledge of Design Thinking, process mapping, or agile methodologies. Basic Statistics: Understanding of correlation, mean, median, and standard deviation for trend analysis. Critical Thinking: Ability to question the "status quo" and avoid accepting out-of-context data. Assertive Communication: Skill in explaining technical data in an accessible way for non-technical teams. Results Orientation: Focus on transforming analyses into concrete operational improvements. Tools: Proficiency in Speech Analytics platforms. Voice of Customer (VoC): Analyze qualitative feedback, such as survey comments and audio transcripts, to uncover behavioral trends and sentiments. Improvement Projects: Lead or support interdepartmental action plans to resolve chronic issues identified in the data. Minimum Education: Bachelor's degree * University partnerships * Sesc partnership * Wellhub * Dental plan * Transportation allowance * Health insurance * Meal allowance