Job Summary: We are seeking a professional to map and analyze customer journeys, identify improvement opportunities, and support the evolution of customer experience in a collaborative and innovative environment. Key Highlights: 1. Culture of social impact, innovation, and purpose 2. Creating solutions that make a difference 3. An environment that stimulates professional and personal development If you seek a workplace that values **social impact, innovation, and sense of purpose**, TEM Saúde is the place for you. Our culture is grounded in **collaboration, agility, and continuous pursuit of improvements**. We are a multidisciplinary team passionate about technology and transforming people's lives. We work with autonomy, celebrate achievements, and learn together in an environment that stimulates professional and personal development. Here, you will have the opportunity to **create solutions that truly make a difference**, in a constantly evolving market. **Responsibilities and Duties** * Map and document end-to-end customer journeys (blueprint), considering different profiles (personas), channels, and interaction moments. * Identify touchpoints, customer expectations, emotions, pain points, friction points, and critical moments within the journey. * Analyze interactions across physical and digital channels (phone, WhatsApp, app, portal, e\-mail), integrating qualitative and quantitative data. * Support facilitation of customer journey mapping workshops with partner areas (Customer Service, Product, Commercial, Operations, and Technology) and design future-state journeys (to\-be), identifying customer-centric improvements and solutions. * Monitor CX metrics across journeys and validate whether implemented improvements drive experience enhancement, using data such as NPS, CSAT, CES, complaints, call listening, and surveys. **Requirements and Qualifications** * Bachelor’s degree completed in Marketing, Communications, Experience Design, Customer Experience (CX), or related fields. * Courses in Customer Experience (CX) focused on journey mapping and CX metrics. * Experience in end-to-end customer journey mapping and analysis (AS\-IS / TO\-BE). * Experience supporting and/or facilitating collaborative workshops with internal departments for journey mapping. * Ability to identify pain points, friction points, and improvement opportunities within journeys. * Experience supporting monitoring of Customer Experience metrics (NPS, CSAT, CES), assisting in result analysis and identification of service and journey improvement opportunities. * Preliminary analysis of quantitative and qualitative customer data, organizing feedback and key pain points to support root-cause identification and optimization opportunities. * Support in managing Voice of Customer (VoC) surveys, from data organization to tracking improvement actions focused on customer satisfaction. **Additional Information** Employment type: CLT Salary: R$ 4\.000,00 Working hours: 9:00 AM to 6:00 PM (Monday to Friday) – hybrid Location: Av. Pres. Juscelino Kubitschek **Benefits:** * Health and dental insurance; * Fixed Multi VR Card of R$ 840.00; * Life insurance; * Day Off; * Tem Saúde Digital App; * Wellhub. TEM Saúde supports companies in offering accessible, high-quality healthcare to their employees and customers. As a strategic partner, we provide comprehensive solutions combining convenience, accessibility, and quality care. With personalized care journeys, we go beyond access to healthcare services: we promote care, prevention, wellbeing, and quality of life for everyone.
João Silva
Indeed · HR
João Silva
Indeed · HR
