Job Summary: Professional responsible for mapping and optimizing the customer journey, managing CX surveys, and analyzing data to generate actionable insights and improvement plans. Key Highlights: 1. Customer Journey Mapping and Optimization 2. CX Survey and Metrics Management 3. Implementation of solutions to enhance customer experience **Description and Responsibilities:** **Working Hours:** 9:00 AM to 6:00 PM **Experience Level:** Not Specified **Employment Type:** Service Provider \- PJ RESPONSIBILITIES: * Customer Journey Mapping and Optimization: * Map and document in detail all stages of the customer journey, from first contact through post\-sale. * Identify pain points and improvement opportunities at each interaction. * Propose and implement solutions to simplify processes and enhance 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 relevant 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 Support, or related fields. * Excellent interpersonal and written communication skills, proactivity, ability to collaborate effectively within multidisciplinary teams, and resilience when handling negative feedback. * Proficiency with Office Suite\/Google Workspace (especially Excel\/Sheets for data analysis) and familiarity with CRM systems. * Organization: ability to manage one’s own activity schedule, execute predefined tactical strategies, and appropriately prioritize or deprioritize tasks. WHAT WE OFFER: IFOOD Multi-Benefit Card; Wellhub (Gympass); Paid 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 are among our top 10 performers; Partnership Opportunity: you could become our next partner! **Benefits:** Performance Bonus, Meal Allowance
João Silva
Indeed · HR
João Silva
Indeed · HR
