Mid/Senior CX Analyst

Description

At Colliers, we are passionate about what we do and take responsibility for doing what is right for our clients, our people, and our community, respecting diversity and inclusion. The Mid/Senior CX Analyst will join the Customer Experience team at Colliers Brazil, working on the service and follow-up of a key client in the logistics segment, supporting operational management, the relationship with service users, and the generation of analyses and indicators that contribute to the continuous improvement of the customer experience and operational results. Did you identify with the Colliers way of being? Apply and be part of this story. \#BeColliers **Responsibilities and attributes** * + Monitor CX, CSAT, NPS, and SLA indicators, identifying trends, risks, and detractors; + Consolidate and analyze data from surveys, tickets, calls, and operational dashboards; + Prepare executive reports, presentations, and critical analyses for leadership; + Act as a bridge between operations, quality, and management, supporting action plans; + Follow up on recurring complaints and support root cause analysis; + Ensure standardization of metrics, concepts, and CX follow-up rituals; + Support continuous improvement projects and user experience maturity initiatives; + Contribute to the evolution of dashboards (Excel, Power BI) and the automation of analyses; + Support audits, reviews, and data validations related to user experience. **Requirements and qualifications** * Experience in the role - Facilities (shuttle and restaurant); * Undergraduate degree in progress and/or completed in Business Administration, Commercial Management, and/or related fields; * Analytical vision and critical sense; * Good communication and interpersonal skills; * Proactivity and ownership mindset; * Ability to prioritize and manage multiple demands; * Collaborative and solution-oriented attitude; * Maturity to handle sensitive data and executive environments; * Analytical performance with autonomy, without direct people management. **Additional information** * **Medical Assistance** by SulAmérica, **without co-participation** and extended to **legal dependents;** * **Dental Assistance (optional)** \- extended to dependents; * **Wellbeing and physical activities** with WellHub; * **Life Insurance;** * **VR/VA of R$ 38.00 per day**, **without payroll deduction;** * **Mobility**: choose between **Transport Voucher, shuttle, or fuel allowance;** * **Educational partnerships** for professional development; * **Special Day Offs;** * **Emotional support program – Losses and Grief**, in addition to **mental health** support. Colliers is a Canadian company leading in real estate services, with operations in more than 60 countries, our more than 15\.000 entrepreneurial professionals work in collaboration to provide specialized advice to companies, tenants, owners, and investors. We are the first real estate consultancy in Brazil to receive the **Great Place To Work (GPTW)** certification, based on the opinion and experience of our people. We are passionate about what we do and take responsibility for doing what is right for our clients, our people, and our community, respecting diversity. What differentiates us is not what we do, but how we do it. Colliers has an entrepreneurial DNA, with a dynamic environment and people motivated by challenges that help them accelerate their professional success. Here you will work alongside global experts to maximize every opportunity. Explore the opportunities to build a challenging career with us. Come accelerate your career with a GPTW team!