Customer Experience Analyst

Description

Job Summary: We are seeking a professional to ensure an excellent experience throughout the entire customer journey, delivering welcoming, personalized, and high-standard service. Key Highlights: 1. Consultative, personalized, and excellence-oriented service in the financial market. 2. Building long-term relationships based on trust and closeness. 3. A dynamic and innovative environment focused on the customer and continuous evolution. About Lifetime Investimentos **Lifetime Investimentos** is one of Brazil’s largest investment advisory firms, with over a decade of experience in the financial market. Our purpose is to transform our clients’ financial lives through consultative, personalized, and excellence-oriented service. More than offering financial solutions, we aim to build long-term relationships grounded in trust, proximity, and a differentiated experience. We operate under a comprehensive **One Stop Shop** model, bringing together specialists in investments, wealth planning, credit, foreign exchange, insurance, offshore services, corporate services, and wealth management—providing integrated solutions for individuals and legal entities. We value professionals who demonstrate a collaborative spirit, customer focus, initiative, and a continuous drive for growth within a dynamic and innovative environment. Key Responsibilities * Ensure an excellent experience across the entire customer journey by delivering welcoming, personalized, and high-standard service. * Map, monitor, and enhance the customer journey, identifying opportunities to improve processes and touchpoints. * Collaborate with internal departments to ensure a consistent experience aligned with Lifetime’s standards. * Plan and support relationship-building initiatives, events, and experiences aimed at strengthening client engagement. * Monitor Customer Experience (CX) metrics—such as NPS and satisfaction surveys—conducting analyses and tracking action plans. * Address and resolve customer requests and issues promptly, ensuring responsiveness, empathy, and focus on optimal experience. * Identify improvement opportunities through analysis of customer feedback and journey data. * Promote a culture of hospitality, delight, and customer centricity across the organization. * Support the creation and review of customer experience-related processes, pursuing efficiency and continuous improvement. * Participate in strategic projects focused on customer loyalty and satisfaction. Mandatory Requirements * Bachelor’s degree in Marketing, Advertising and Public Relations, Business Administration, Public Relations, Hospitality, Tourism, or related fields. * Experience in Customer Experience (CX), Customer Success, Hospitality, or Premium Service. * Excellent verbal and written communication skills. * Experience monitoring customer experience metrics (NPS, CSAT, CES, or similar). * Analytical, organized, and problem-solving mindset. * Ability to collaborate effectively across diverse departments. * Proactivity, autonomy, and attention to detail. * Sensitivity to understand customer needs and build trustworthy relationships. Preferred Qualifications * Familiarity with CRM tools and Customer Experience platforms. * Experience in customer journey mapping and continuous process improvement. * Background in financial services, premium services, hospitality, or related sectors. * Knowledge of Customer Journey, Customer Centricity, or Service Design methodologies. * Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.