Customer Insights Specialist

Description

Job Summary: The Customer Insights Analyst will transform behavioral signals, feedback, and journey data into diagnostics and recommendations to enhance customer experience. Key Highlights: 1. Transform the Justice system with technology and Generative AI 2. Lead the technological transformation of the legal system in Brazil 3. Analyze complex data to generate actionable insights ### **About Jusbrasil** Transforming the Justice system with technology is no trivial challenge. That’s why Jusbrasil positions itself as an **AI-first** company that leverages **Generative AI, massive datasets, and cutting-edge engineering** to solve complex problems and create real, scalable impact. We are at an inflection point: the GenAI revolution is redefining the market, and we hold a **rare opportunity to lead the technological transformation of Brazil’s legal system**. We handle **petabytes of data**, **billions of documents**, and challenges of **scale, accuracy, and relevance** worthy of the world’s largest tech companies. Our team operates with **high talent density**, autonomy, and purpose. Hundreds of exceptional people across more than **40 cities in Brazil and abroad** are united by the same mission: building solutions that improve access to Justice and strengthen trust in social relationships. Here, we value those who pursue **deep professional mastery**, act with **clarity of purpose**, and bring energy to consistently tackle major challenges with excellence. We’re building something big—and we want people eager to be part of this story, **with intensity, focus, and excellence**. ### **Jusbrasil by the Numbers:** \+ 1.2 billion public-interest legal documents \+ 1PB of data on our technology infrastructure \+ 30 million users \+ 500 employees \+ 80% of registered Brazilian lawyers ### **About the Role** As a Customer Insights Analyst, you’ll be responsible for transforming behavioral signals, feedback, and journey data into diagnostics, prioritizable recommendations, and impact-driven theses—directly contributing to our product roadmap and the evolution of our customers’ experience. **What You’ll Do:** * **Voice of Customer (VoC) Listening & Collection System** + Collect and/or analyze customer data and *feedback*, integrating qualitative and quantitative data from multiple sources to enable deep, actionable analysis of behavior, perception, and product usage. + Design and execute surveys and feedback programs. + Intentionally connect customers to Product initiatives—whether through customer communities or engagement with key segments. + Identify gaps in customer listening and propose new collection channels/methods based on journey analysis and product needs. + Conduct systematic customer journey analysis to identify opportunities and friction points.**Analysis, Synthesis, and Generation of Actionable Insights** + Consolidate multi-source data into cross-cutting analyses of customer experience. + Frame problems, prioritize pain points, and translate insights into clear, prioritizable recommendations aligned with product, revenue, and experience impact. + Develop and evolve experience dashboards and metrics, ensuring consistency, reliability, and decision-making capability. + Craft executive narratives and participate in strategic forums to influence decisions.**Influence on Business Decisions** + Maintain direct, ongoing alignment with Product, understanding key business themes to guide your work—and ensuring alignment between customer feedback, business opportunities, and action plans. + Support Product backlog prioritization using evidence of impact on experience and cost of customer pain. + Co-create experiment hypotheses with Product and Growth teams (e.g., communication/notification tests).**Reputation & Feedback Management** + Map reputational risks and dissatisfaction drivers across external channels (e.g., Reclame AQUI, app store ratings, reviews), converting signals into alerts and recommendations. + Serve as an early-warning radar for sensitive topics, issuing timely alerts and narrative adjustments for Product, Support, and Communications. #### **Requirements** * Prior experience in Voice of Customer, Customer Insights, Customer Experience, Business Analysis, or related roles; * Strong analytical skills, with ability to interpret complex data and extract actionable insights; * Proficiency in quantitative and qualitative research methods, with hands-on experience conducting studies and measuring outcomes; * Proficiency in data analysis and visualization tools (e.g., Advanced Excel, Metabase, and similar); * Excellent verbal and written communication skills, with ability to express ideas clearly and concisely; * Ability to collaborate cross-functionally, work in teams, and influence decisions using data and insights; * Experience with governance routines and strategic forums. **Nice-to-Haves:** * Experience with predictive models (e.g., churn propensity, satisfaction, usage). * Experience with segmented journeys and persona-specific analyses. * Experience with reputation analysis and public channels. \#LI-REMOTE