Customer Experience Analyst

Description

The Fipal Group is seeking a Customer Experience (CX) Analyst to strengthen our customer experience and process excellence! If you have an analytical mindset, strong communication skills, a results-oriented focus, and a passion for delivering high-level customer experiences, this opportunity may be right for you. Position: CX Analyst (Customer Experience) Location: Cascavel / PR Requirements: * Completed or ongoing undergraduate degree, preferably in Business Administration, Management Processes, Human Resource Management, or related fields; * Driver's license category B; * Experience in customer service, relationship management, or process management; * Knowledge of satisfaction indicators, customer journey, and action plans. * We seek professionals with: ✔ Interpersonal communication and active listening; ✔ Analytical ability and strategic vision; ✔ Proficiency in conducting training sessions and presentations; ✔ Organization, time management, and prioritization skills; ✔ Adaptability to digital technologies; ✔ Ability to influence people and drive continuous improvement. Key Responsibilities: * Map the customer journey; * Monitor satisfaction indicators and CSI/SMD surveys; * Support Stellantis self-implementation and self-assessment processes; * Prepare managerial reports and results presentations; * Monitor departmental action plans and improvements; * Oversee audits, manufacturer visits, and performance indicators; * Manage training programs, enrollments, and team logistics; * Administer the Network Portal and Grow indicators; * Support managers in promoting customer experience culture. Desirable Knowledge: Join a solid, continuously growing group that values people, innovation, and excellence in service. * Sales, after-sales, and parts processes; * CRM, DMS, and manufacturer communication systems; * Microsoft Office suite; * Quality tools, NPS, and root cause analysis. Compensation: R$2.235,00 – R$3.000,00 per month Benefits: * Medical assistance * Dental assistance * Transportation allowance Workplace: On-site