Senior Customer Experience Analyst

Description

**OUR PEOPLE, TOGETHER, LEAD WITH CONSCIOUSNESS.** At Natura, we have the potential to drive meaningful transformations. This is made possible through the innovative products of Natura and Avon; the memorable experiences of Bluma's beauty services and our financial education platform, Emana Pay. Brands and services that are relevant to those who use them and recognized for our commitment to leading regenerative businesses. **Role Type** Permanent **What will you be doing here?** We are seeking a professional responsible for analyzing, consolidating, and generating insights from key Customer Experience (CX) metrics (NPS, CSAT, and Voice of the Customer), ensuring data governance, advancing CX tools, and supporting business areas in customer-centric decision-making. **What knowledge and experiences will you need to bring to share with our network?** ### **CX Metrics Management** * ### **Consolidate and update monthly metrics such as NPS, CSAT, volume of customer interactions, and app ratings (Google and Apple).** * ### **Conduct analyses by channel, country, and customer journey, ensuring data consistency and reliability.** * ### **Monitor metric trends and identify opportunities to improve the customer experience.** ### **Data Governance and Structuring** * ### **Ensure the update and integrity of datasets used in dashboards and executive reports.** * ### **Structure and maintain spreadsheets and tracking databases for metrics.** * ### **Support the automation of data collection and consolidation processes.** ### **CX Tools and Vendor Management** * ### **Serve as the focal point for CX tools (e.g., TrackSale, Birdie), ensuring platform quality and evolution.** * ### **Monitor campaign performance and data accuracy across platforms.** * ### **Lead recurring alignment sessions with vendors, requesting improvements and enhancements.** ### **Voice of the Customer (VoC) Analysis** * ### **Monitor customer feedback weekly from multiple channels (NPS, CSAT, Reclame Aqui, reviews).** * ### **Identify patterns, pain points, and opportunities across the customer journey.** * ### **Translate qualitative and quantitative data into actionable insights.** ### **Decision-Making Support** * ### **Develop analyses and reports to support business areas and leadership.** * ### **Act consultatively with business teams to support prioritization of improvements.** * ### **Connect experience data to business impact.** ### **Internal Cross-Functional Collaboration** * ### **Coordinate with customer service, digital, operations, and technology teams to ensure data availability and quality.** * ### **Drive and track progress on data integrations and automations.** ### **Requirements?** * ### **Bachelor’s degree** * ### **Experience in Customer Experience / Customer Experience Management** * ### **Knowledge of BI** * ### **Knowledge of Tableau** ### **Nice-to-Haves?** * ### **Knowledge of Salesforce** * ### **Intermediate Spanish** * ### **Knowledge of AI** \#LI\-EF1 **What will you find here?** We are more than just a workplace: we build and live the Well\-Being Ecosystem daily, based on the harmonious relationship between each individual, their surroundings, and the environment they are part of. In addition to offering benefits focused on social, physical, financial, mental, and emotional well\-being, we promote an environment of prosperity, belonging, and purpose, strengthening a solid network of support, expanded awareness, and respect for diversity, equity, and inclusion. We are a movement that transforms the way of living and doing business across 14 countries in Latin America, always guided by consciousness. **Do you know someone at Natura?** If so, ask for their corporate email and use it to request a recommendation when applying for a position. It’s an excellent opportunity to strengthen your network and advance in our selection process! **Natura celebrates and embraces diversity in all its forms and pluralities.** **We encourage \#Women, \#BlackPeople,** **\#PeopleWithDisabilities,** **individuals from the \#LGBTQIA\+ community, \#PregnantWomen, and people aged \#50\+ to apply for this position**