**1. About Marisa.Care** We are a healthtech revolutionizing the way hospitals use Artificial Intelligence to save lives. We grew 5.5x in 2024 and already have partners such as Rede D’Or and DASA. We were accelerated by Microsoft for Startups, are part of NVIDIA Inception, and ranked 2nd place at HackBrazil. Additionally, our story was featured in **Brazil Journal** link **2. Job Description** As a CX Analyst at Marisa.Care, you will act as an expert in Marisa's Omnichannel solution, being responsible for the operational implementation, configuration, and continuous curation of the tool. You will serve as the reference point for both the operations team and clients, ensuring platform usage aligns with best Customer Experience practices and clients' strategic needs. * **Practical Responsibilities** Customer Experience Curation * Support clients in adopting the tool, maximizing experience and conversion. * Identify improvement opportunities, such as IVR retention or bot performance. * Recommend adjustments and campaigns to optimize patients' digital journey. Customer and Internal Team Support * Work alongside the CS team to resolve questions and requests related to the tool. * Serve as a technical-operational reference within Marisa, supporting other teams. * Produce and share best practices, ensuring standardized usage across clients. * Actively collaborate with Product, IT, and Operations teams * Reinforcing the strategic role of the position in the platform’s evolution. Performance Management * Monitor usage indicators and effectiveness of created flows. * Use internal dashboards and BI tools for continuous monitoring. * Propose corrective and evolutionary actions based on data and feedback. * Ensure strategic CX objectives are achieved through tool utilization. * **Requirements** * Bachelor's degree completed in Business Administration, Communications, Sales Management, Industrial Engineering, Marketing, or related fields. * Experience in Customer Experience, Customer Success, or digital operations. * Experience with Omnichannel platforms, bots, or customer service automation tools. * Ability to configure bots, IVRs, and journey flows without programming. * Knowledge of CX metrics and digital performance indicators. * Analytical profile, data-driven, and results-oriented. * Clear communication skills and ability to translate technology into practical solutions. * **Preferred Qualifications** * Experience in customer service or relationship management in healthcare facilities. * Knowledge of hospital management systems or CRM. * MBA in Customer Experience Management, CX, or UX. * **Position Details** * Contract type: PJ * Hybrid model – Belo Horizonte