Description: We are seeking a Customer Experience Assistant to strategically and analytically support our customers' journey, ensuring their feedback is monitored, addressed, and transformed into continuous improvement actions. This professional will be responsible for supporting satisfaction surveys, NPS and VOC analyses, tracking key performance indicators, interacting with customers, and directly contributing to strengthening the CX culture within the unit. Responsibilities and duties * Monitor satisfaction metrics (NPS, CSAT, VOC), conduct analyses, and support closing the loop with detractor and neutral customers; * Track the customer journey, documenting feedback and identifying improvement opportunities; * Assist in conducting surveys, reports, and periodic analyses, interpreting scenarios and providing actionable insights; * Interact with customers to collect feedback, validate information, and follow up on perceptions regarding service, products, and support; * Create and update dashboards, spreadsheets, and presentations related to customer experience; * Perform follow-up on internal requests and ensure resolution of service cycles; * Collaborate with Customer Success, Implementation, Sales, and Operations teams to drive improvements; * Contribute to spreading the CX culture within TOTVS Oeste, promoting best practices and a customer-centric mindset. Requirements and qualifications * Bachelor’s degree completed or in progress, preferably in Business Administration, Marketing, Information Systems, or related fields; * Intermediate-level proficiency in Office Suite / Google Workspace (especially Excel/Sheets and PowerPoint/Slides); * Basic knowledge of CRM tools and customer management systems; * Experience in areas such as Customer Experience, Customer Service, Satisfaction Research, or Customer Support; * Experience with satisfaction metrics (NPS, VOC, CSAT) and Close the Loop processes; 2511210202471881655