Data Analyst

Description

Job Summary: We are seeking a professional with experience in insurance and digital customer service to analyze performance, optimize customer journeys, and propose continuous improvements in efficiency and customer experience. Key Highlights: 1. Strategic involvement in optimizing the customer's digital journey 2. Focus on efficiency, cost reduction, and customer satisfaction 3. Collaboration with Business, Operations, and IT departments We seek a professional with experience in the insurance market and expertise in digital customer service (IVR, bots, self-service), focused on analyzing performance, optimizing journeys, and proposing continuous improvements in efficiency and customer experience. Responsibilities Analyze IVR, bot, and digital flow performance. Identify opportunities for improvement in the Customer's Digital Journey. Propose actions to increase efficiency, reduce costs, and enhance satisfaction. Collaborate with Business, Operations, and IT departments. Monitor KPIs and suggest continuous enhancements. Mandatory Requirements Experience in the insurance market. Knowledge of IVR, bots, and digital customer service. Experience in CX and the Customer's Digital Journey. Analytical, consultative, and results-oriented profile. Strong communication and organizational skills. **Requirements:** Preferred Qualifications Knowledge of the Genesys Cloud platform. Experience with BOT flows, voice bots, or chatbots. Experience in digital transformation projects.