SENIOR CUSTOMER EXPERIENCE PERFORMANCE ANALYST

Description

Job Summary: Bernoulli is seeking a professional to diagnose and implement process controls, optimizing efficiency, standardization, and operational quality—with a focus on Customer Centricity. Key Highlights: 1. Drive continuous process improvement with a focus on measurable results. 2. Apply Artificial Intelligence for process analysis and optimization. 3. Integrate into a transforming culture within a company that never stops growing. **If your eyes light up, join Bernoulli** We are made of people who believe in education’s transformative power—creative, determined individuals who love learning; professionals who see challenges as opportunities to innovate, generate ideas and solutions, and advance knowledge. All this takes place in an inclusive environment where differences meet, dialogue, and collaborate as a team—a welcoming, plural, and dynamic space where people are motivated to develop, evolve, prosper, and achieve their goals. If your eyes light up at new challenges and you want to be part of a transforming culture in a company that never stops growing, come join Bernoulli! Come revolutionize education with us! **Responsibilities and Duties** * Diagnose processes and implement controls, policies, and SLAs to increase efficiency, standardization, and operational quality; * Lead process improvements delivering measurable results—such as efficiency gains, time reduction, and improved KPIs or customer experience; * Participate in defining, measuring, and executing actions related to OKRs; * Develop and conduct process audits, analyzing non-conformities and proposing corrective and preventive actions; * Apply Artificial Intelligence to support process analysis and improvement; * Contribute to designing and analyzing customer service journeys; * Structure and evolve processes focused on Customer Centricity, ensuring enhanced customer experience; * Support team development to achieve individual and collective KPIs; * Engage in strategic opportunities and projects aligned with the company’s planning; * Monitor activity schedule execution, ensuring control, predictability, and operational efficiency. **Requirements and Qualifications** * Completed Bachelor’s degree: Engineering, Business Administration, Process Management, or related fields; * Proven experience in process management and improvement; * Practical experience modeling processes using BPMN (Bizagi or similar tools); * Experience documenting and standardizing processes (standards, policies, SOPs); * Experience mapping customer journeys; * Knowledge of customer experience metrics (NPS, CSAT, CES); * Familiarity with continuous improvement methodologies (DMAIC and PDCA); * Desired: proficiency in process automation and digital transformation initiatives. **Work Model:** * CLT employment, Hybrid (for candidates based in Belo Horizonte and surrounding areas); * Workload: 44 hours/week, Monday to Thursday from 08:00 to 18:00, Friday from 08:00 to 17:00. **Additional Information** Health insurance Dental insurance Life insurance Meal and food allowance on the same card Breakfast or afternoon snack at physical locations Transportation allowance Total Pass and Wellhub (access to gyms and wellness services) Birthday day off Corporate University Pregnancy support program Psychological, legal, financial, and social counseling program Wedding gift Duo Gourmet Bernoulli Benefits Club: access to a network of partnerships offering discounts on undergraduate and postgraduate courses, electricity bills, language courses, and more—for you and your family Mothers working under hybrid arrangements are eligible for 100% remote work from the 6th month of pregnancy until the child’s first birthday ‍ Fathers working under hybrid arrangements are eligible for 100% remote work from birth until the child’s 6th month Data protection changes everything During our candidate selection process for open positions, we will use your personal data registered on the Gupy platform. All collected information will be processed in accordance with stringent information security standards and full compliance with applicable privacy laws—including Brazil’s General Data Protection Law (LGPD) No. 13.709/18—as well as the terms outlined in our Privacy Policy, available at: https://www.bernoulli.com.br/bernoulli\-educacao/info/pol%C3%ADtica\-de\-privacidade/ If you are not selected for the position you applied for, your personal data will remain in our databases, governed by the same parameters described above, to be considered for future opportunities. By proceeding with your application, you acknowledge and agree to these terms. At Bernoulli Educação, we believe that awakening the **passion for learning** is what drives knowledge—and we make this our purpose. Our story began in 2000 in Belo Horizonte, and today Bernoulli is one of Brazil’s most solid and respected educational groups, operating from Early Childhood Education through Pre-University preparation. Beyond Bernoulli schools in Belo Horizonte and Salvador, we operate Bernoulli Educational System, responsible for developing integrated technological educational solutions serving approximately 350,000 students across more than 1,000 partner schools nationwide—and with representation in a school in Japan. **A story with infinite possibilities!** We are a young company, open to **innovation**, and continuously growing. We are committed to making a significant contribution to society. In our **DNA**, you’ll find determined, passionate people—always eager to learn more. So, if you: * have **sparkle in your eyes**; * aspire to work at one of the country’s **leading educational groups**; * enjoy **challenges**; * seek an opportunity to **accelerate your career**. **Bernoulli welcomes you with open arms!**