Customer Experience Analyst (CS)

Description

Job Summary: Professional responsible for mapping and optimizing the customer journey, managing satisfaction surveys, and analyzing feedback to enhance the customer experience. Key Highlights: 1. Customer Journey Optimization 2. CX Survey and Metrics Management 3. Develop Action Plans for Identified Issues **RESPONSIBILITIES:** * Customer Journey Mapping and Optimization: * Map and document in detail all stages of the customer journey, from first contact through post-sales. * Identify friction points and improvement opportunities at each interaction. * Propose and implement solutions to simplify processes and enhance the user/customer experience. * CX Survey and Metrics Management: * Manage the deployment of satisfaction surveys (NPS \- Net Promoter Score, CSAT \- Customer Satisfaction Score, CES \- Customer Effort Score). * Analyze quantitative and qualitative survey data to generate actionable insights. * Collect, categorize, and analyze customer feedback (via surveys, social media, complaints, and support channels). * Develop and coordinate action plans with responsible departments (Product, Marketing, Sales, Support) to address root causes of identified issues. **REQUIREMENTS:** * Minimum 2\-3 years of professional experience in Customer Experience, Customer Success, Customer Service, or Support. * Excellent interpersonal and written communication skills, proactivity, ability to collaborate effectively within multidisciplinary teams, and resilience when handling negative feedback. * Familiarity with Office Suite/Google Workspace (especially Excel/Sheets for data analysis) and CRM systems. * Organization: ability to manage one’s own activity schedule, execute predefined tactical strategies, and prioritize or deprioritize tasks effectively; **WHAT WE OFFER:** * iFood Multibenefit Card; * Wellhub; ️ • Vacation (after 1 year of employment); * Birthday Day Off; * Internal knowledge platform (Turbo University); * Benefits Club: discounts from partner clients; * Year-end Spot Bonus, if you rank among our top 10 performers; * Partnership Opportunity: you could become our next partner!