Description: To participate in our process, you must have: * Education: Completed Bachelor's degree in Administration, Marketing or related fields. * Skills: Knowledge of the company's businesses (consortium, banking, insurance, automotive retail), analytical and critical thinking; empathy; attention to detail; strong verbal and written communication; collaboration and teamwork; adaptability and resilience. * Required knowledge: Office Suite * Differentiating knowledge: Knowledge of CX metrics and VOC methodologies. On a daily basis, you will: * Collect, analyze and interpret satisfaction data (NPS, CSAT, CES, VOC and other indicators). * Identify opportunities, suggesting improvements in processes, products and services that impact the customer journey. * Conduct meetings with business units on customer experience topics, through presentation of customer experience opportunity materials, aiming to support decision-making in prioritizing continuous improvement initiatives. * Manage/align with stakeholders to drive action plans. * Support the development, execution and monitoring of Customer Experience projects and actions. * Develop and produce corporate materials for presentation in experience rituals (forums, committees, surveys, etc.). * Contribute to defining customer and partner research planning according to business needs (ad\-hoc), by understanding business objectives and suggesting the most accurate research techniques to generate relevant responses to requesters. * Conduct comparative analyses (benchmarking) and propose market best practices. * Act analytically and strategically throughout the customer journey, identifying improvement opportunities, proposing solutions and implementing actions that enhance customer satisfaction, loyalty and overall experience value, aligned with each Business Unit’s strategic goals. 2510180202231817129