Senior CX Analyst

Description

Job Summary: The professional will define customer journey strategies, identify improvements, and propose solutions to impact metrics such as NPS, CSAT, and churn. Key Highlights: 1. Definition of customer journey strategies 2. Continuous improvement of customer experience 3. Analysis and optimization of performance metrics The professional will be responsible for defining end-to-end customer journey strategies, identifying opportunities to improve the customer experience, and proposing structured solutions that directly impact metrics such as NPS, CSAT, FCR, TMA, and churn. The role requires cross-functional collaboration with Customer Service, Product, Operations, Data, and Technology teams. **Key Responsibilities:** Map and analyze the end\-to\-end customer journey, identifying friction points and improvement opportunities; Conduct quantitative and qualitative analyses of customer service and experience data; Monitor and analyze performance metrics (NPS, CSAT, CES, SLA, TMA, FCR, contact volume, and contact reasons); Develop action plans based on data insights and customer feedback; Lead continuous improvement initiatives focused on customer experience; Support automation, self-service, and process optimization initiatives; Develop executive dashboards and reports for leadership; Serve as a technical reference for the CX and Customer Service teams; Conduct root cause analyses (RCA) and propose structural solutions. Minimum Education: Bachelor's Degree