CUSTOMER EXPERIENCE ANALYST

Description

Job Summary: A professional to analyze and resolve customer complaints, identify process and experience improvements, and support certifications and training. Key Highlights: 1. Autonomous analysis and resolution of customer complaints 2. Identification of opportunities to improve processes and experience 3. Participation in strategic meetings with insights and recommendations A financial services company is seeking a Customer Experience Analyst in Colombo. **Responsibilities:** Conduct autonomous and critical analysis and resolution of customer complaints. Conduct in-depth case investigations, considering rules, internal policies, data, and historical records. Determine the validity of complaints and define appropriate follow-up actions. Engage and monitor responsible departments to ensure timely and effective solutions. Prepare reports containing analyses, trends, and improvement suggestions. Identify opportunities to enhance processes and customer experience. Participate in strategic meetings, providing insights and recommendations. Support and lead sales promoter certification. Contribute to training and guidance based on key issues identified. Ensure compliance with financial industry regulations and support audits and internal controls. Previous roles such as Customer Service Specialist, Customer Support Analyst, User Experience Consultant, or Customer Satisfaction Coordinator may indicate alignment with some of the responsibilities of this position. Bachelor's degree required. Relevant experience required. **Compensation and Benefits:** * Salary: 7\.500,00 * Cost-of-Living Allowance * Meal Voucher * Food Allowance * Medical Insurance * Dental Insurance * Childcare Assistance **Additional Information:** * Employment Type: Hybrid \- Hybrid work model. * Candidates from Almirante Tamandaré, Rio Branco do Sul, Itaperuçu, or Curitiba are also eligible for this position. * Duration: Full-time * Working Hours: To be determined.