Senior Process, Projects, and Customer Success Analyst

Description

Job Summary: This role supports customer service operations, focusing on improving the consultant experience through process mapping, indicator management, and implementing improvements. Key Highlights: 1. Promote a fluid and decisive customer service experience 2. Manage indicators and map processes to implement improvements 3. Ensure excellence in products and services offered **OUR PEOPLE, TOGETHER, LEAD WITH CONSCIOUSNESS.** At Natura, we have the potential to drive meaningful transformations. This is made possible through the innovative products of Natura and Avon; the memorable experiences of Bluma's beauty services and our financial education platform, Emana Pay. Brands and services that are relevant to those who use them and recognized for our commitment to leading regenerative businesses. **Role Type** Permanent **What will you be doing here?** We are seeking a professional to join our Consultant Support and Experience Operations team, promoting a fluid and resolution-oriented experience across Emana Pay’s customer touchpoints. This professional will be responsible for managing key performance indicators, mapping processes, and implementing improvements that directly impact our consultants’ journey and support. To achieve this, they will act as an intermediary and facilitator in launching and implementing new projects, maintaining existing workflows, governing end\-to\-end documentation, and executing Customer Success strategies — all aimed at ensuring excellence in the products and services we offer. **What knowledge and experiences will you need to bring to share with our network?** * Support project initiatives by mapping impacts, designing customer service workflows, and developing Work Instructions for new Customer Care products and services. * Ensure formalization, maintenance, and standardization of existing operational processes to improve NPS and reduce contact rates. * Design and review customer service processes using continuous improvement methodologies to optimize costs and increase First Contact Resolution (FCR) at the contact center. * Govern operational documentation and policies that regulate the end\-to\-end customer service process performed by frontline agents. * Conduct identification, prioritization, and routing of customer pain points through analysis of satisfaction surveys (NPS and CSAT). * Transform data and diagnostics into structured action plans to evaluate opportunities and support product and service activation metrics. * Actively participate in the launch of new projects and maintain frequent interface with Natura’s operations teams. **What are the requirements?** * Completed undergraduate degree. * Solid experience in customer service operations with a strong focus on consultant experience. * Practical experience in managing and analyzing satisfaction metrics, particularly NPS and CSAT. * Experience in process mapping and applying continuous improvement methodologies. * Experience in documentation governance, including creation and updating of policies and service scripts. * Ability to perform data analysis to identify operational bottlenecks and opportunities. * Intermediate proficiency in Excel or Google Sheets. **What are the differentiators?** * Knowledge of data platforms or reporting tools such as Databricks and Tableau. * Familiarity with structuring content for virtual assistants or customer service FAQs. * Proficiency in Spanish. \#LI\-TB1 **What will you find here?** We are more than just a workplace: we build and live the Well\-Being Ecosystem daily, based on the harmonious relationship between each individual, their surroundings, and the environment they are part of. In addition to offering benefits focused on social, physical, financial, mental, and emotional well\-being, we promote an environment of prosperity, belonging, and purpose, strengthening a solid network of support, expanded awareness, and respect for diversity, equity, and inclusion. We are a movement that transforms the way of living and doing business across 14 countries in Latin America, always guided by consciousness. **Do you know someone at Natura?** If so, ask for their corporate email and use it to request a recommendation when applying for a position. It’s an excellent opportunity to strengthen your network and advance in our selection process! **Natura celebrates and embraces diversity in all its forms and pluralities.** **We encourage \#Women, \#BlackPeople,** **\#PeopleWithDisabilities,** **individuals from the \#LGBTQIA\+ community, \#PregnantWomen, and people aged \#50\+ to apply for this position**