Browse
···
Log in / Register
Job Summary: Analyst role focused on enhancing customer experience through data analysis, process improvement, and stakeholder collaboration, contributing to a mission-driven organization. Key Highlights: 1. Analyze customer interactions and CX data for continuous improvement. 2. Map insights and conduct root cause diagnosis to optimize processes. 3. Collaborate with internal departments to develop support materials and reports. Do you want to help build a fairer and more solidarity-based society? **PUCPR**, part of the Marista Group, is seeking a professional who desires a meaningful workday filled with purpose — contributing to a mission that positively impacts the lives of those most in need, through education and healthcare. How about it? Does this opportunity align with you? **Responsibilities and Duties** * Analyze customer interactions (customer voice and journey across available channels, from purchase, usage, support, and product cancellation); * Monitor and analyze CX metrics and business indicators (NPS, CSAT, FCR, etc.) before and after implemented actions; * Map insights and perform root cause diagnosis by analyzing complaints/surveys and support interactions to identify opportunities for process improvement; * Define and track actions with schools and relevant departments to improve results and increase customer satisfaction; * Maintain relationships with internal departments to understand their processes and products; * Develop support materials for the Contact Center to enhance service quality and contact effectiveness; * Create monthly controls and reports on achieved results for presentation in management meetings, maintaining monthly discipline. **Requirements and Qualifications** **What you need to have:** * Completed or ongoing undergraduate degree in Business Administration, Customer Experience Management, or related fields; * Intermediate proficiency in Microsoft Office, especially PowerPoint and Excel; * Prior experience focused on customer journey and experience, as well as quality and processes. **What would be a plus:** * Knowledge of agile methodology and customer relationship strategies; * Familiarity and skill with team facilitation tools (Mural, Miro, etc.); * Knowledge of project management. **Additional Information** **What you’ll find here:** * Unimed Health Plan: With co-payment, providing medical coverage and access to a high-quality accredited network * OdontoPrev Dental Plan: Nationwide coverage, with monthly premiums deducted from payroll * Education Incentive: Valuing professional and personal development of employees, with incentives for specialization, extension courses, language learning, and postgraduate studies at PUCPR * Meals at Bistrô Marista: On-site meals provided on workdays, with a symbolic payroll deduction * Quality of Life Program * Private Pension Plan * Life Insurance * Transportation Voucher * Free Parking * Wellhub (formerly Gympass): Access to various gyms with monthly fees deducted from payroll * Zenklub: Access to telehealth sessions with mental health specialists, including two free consultations per month * Conte Comigo Program: Multidisciplinary team available for social support, legal guidance (excluding labor-related matters), financial and pension consulting * Benefits Club: Partnerships with companies across diverse sectors, offering special discounts on services and products **Salary:** Our salary proposal is built based on multiple factors. If the value has already been defined for this position, it will be communicated during the selection process. **Working Hours:** Monday to Friday, from 08:00 to 17:24 **Location:** PUCPR – Curitiba Campus If you wish to join a team shaping tomorrow’s world, we’d love to meet you. Join us and **\#BeMarista**. We are **PUCPR**, whose mission is to train citizens committed to life and societal progress. Our University comprises nearly 3,000 employees, including faculty and technical-administrative staff, with campuses in three cities in Paraná: Curitiba, Londrina, and Toledo, plus a unit in Florence (Italy), in partnership with Kent State University. In 2023 alone, we **positively impacted over 38,000 students and awarded approximately 5,000 undergraduate scholarships.** Our commitment is to **unite humanity and excellence** in building an **increasingly fair and solidarity-based society**, and this is what our employees experience daily — living a **career balanced with personal life**, making the world more humane. **We work for the common good**, and every small action is designed to positively impact thousands of lives: of those who care and are cared for, of those who teach and grow. **Our relationships are strong, authentic, and value each individual for who they truly are**. Grounded in a **solid culture**, we find here the purpose that drives us every day. We are part of the Marista Group, which also includes the **Marista Center for the Defense of Childhood (CMDI)**, dedicated to ensuring children’s and adolescents’ rights are prioritized by society; **FTD Publishing House**, offering transformative educational solutions; **São Marcelino Champagnat Hospital**, delivering holistic and integrated patient care; and **Cajuru University Hospital**, recognized for its humanitarian care. How about joining a team of people doing good? Check out our open positions and apply! **Also check out other openings across our mission fronts:**
