Job Summary: Lead the Cooperative Voice strategy, transforming data into insights to drive improvements in the journey and service quality across the Unicred System. Key Highlights: 1. Lead and evolve Unicred's Cooperative Voice program 2. Administer and evolve the Qualtrics platform 3. Build dashboards and executive dashboards Unicred is seeking a **Senior Cooperative Experience Analyst** to lead the evolution of the **Voice of the Cooperative (VoC)** strategy across the System. This position will play a central role in **structured cooperative listening**, transforming experience data into **actionable business insights**, driving improvements in journey, service quality, and strategic decision-making. We seek a professional to join our Cooperative Experience team, with strong analytical capability, systemic vision, and leadership to **structure and lead Unicred's Cooperative Voice program**, working cross-functionally with System cooperatives, service areas, products, channels, marketing, and technology. **Responsibilities and Duties** **VoC Program Leadership** * Lead and evolve Unicred's Cooperative Voice program; * Structure and manage experience surveys through initiatives such as Unicred Lab and Cooperative Forum; * Ensure governance and continuous evolution of experience measurement and CX culture; * Identify satisfaction drivers and detractors; * Guide product and technology development teams to prioritize cooperative needs; **Survey Tool Management** * Administer and evolve the **Qualtrics platform;** * Create VOC dashboard and other CX dashboards; * Structure data and surveys in Qualtrics; **Data Analysis and Insight Generation** * Build **dashboards and executive dashboards;** * Produce strategic analyses and recommendations for leadership; * Monitor top cooperative pain points and track initiatives delivering improvements against these pain points; **CX Culture Evolution** * Facilitate experience forums with Unicred leadership; * Present insights in executive committees; * Support dissemination of the **cooperative-centric culture** across the Unicred System; * Conceive and organize CX Day event. **Requirements and Qualifications** **Profile We Seek** * **Analytical, structured, and data-oriented profile;** * Strong ability to **influence without formal authority;** * Systemic thinking about journey and experience; * Executive communication and data storytelling; * Proactive and **“builder” profile**, capable of building processes from scratch; * Autonomy and ownership mindset. **Requirements** * Proven experience in **Customer Experience (CX) or Customer Insights;** * Practical experience with **Voice of the Customer (VoC) programs;** * Experience with **NPS, CSAT, and experience metrics;** * Experience with **Qualtrics or similar survey platforms;** * Experience creating **dashboards and data analyses;** * Experience in **journey management and experience improvement.** **Differentiators** * Experience in the **financial sector or cooperative movement;** * Knowledge of **Power BI / Tableau / Looker;** * Experience managing **corporate VoC programs;** * Experience in **customer-centric culture transformation projects.** **Additional Information** **Our Benefits** Caring for people lies at the heart of everything we do. Our benefits are designed to promote well-being, balance, and quality of life, supporting employees at different stages of their journey — both inside and outside work. **Caring for Your Daily Life** * **Meal and food allowance:** support for purchasing meals and groceries * **Home office and hybrid work allowance:** monthly cost assistance for remote or hybrid workers * **Daycare \| babysitter reimbursement:** monthly reimbursement for daycare, preschool, or babysitter expenses * **Mobility allowance:** cost assistance for transportation expenses **Caring for Your Future** * **Profit Sharing Plan (PPR):** strategic compensation whereby employees share in Unicred’s results * **Corporate life insurance:** financial protection and assistance, enhancing security and peace of mind * **Private pension plan:** support for planning a more secure future, with employer co-contribution **Caring for Your Health** * **Medical assistance:** access to medical-hospital care for you and your dependents * **Dental assistance:** care for you and your dependents **Caring for Your Well-being** * **English pass:** digital English learning platform for personal and professional development * **Wellhub (Gympass):** access to gyms and studios nationwide * **Zenklub:** platform with psychologists and self-development content for you and your dependents * **Christmas basket:** intended for organizing a special moment * **Birthday day off:** one day off during your birthday month to celebrate this milestone * **Children's birthday day off:** one day off during your children's birthday month to celebrate with family **Extended Parental Leaves** * **Maternity leave:** 180 days (six months) * **Paternity leave:** 20 days **Exclusive Guidelines for Unicred Employees:** * Pay attention to minimum job requirements: verify that you meet the necessary qualifications before applying; * Inform your leader: notify your manager of your intention to participate in the process before formally submitting your application; * Complete on Gupy: remember to select the "internal employee" option when applying; * Respect the minimum admission period required by your Regional Nucleus: 1\. Unicred do Brasil: 6 months; 2\. Conexão Regional Nucleus: 6 months; 3\. Multirregional Regional Nucleus: 6 months for processes within the same cooperative (CNPJ), and 1 year for processes across other cooperatives (CNPJ); 4\. Geração Regional Nucleus: 6 months for processes within the same cooperative (CNPJ), and 1 year for processes across other cooperatives (CNPJ). We are one of Brazil’s leading cooperative financial institutions, operating for over 35 years with the purpose of bringing prosperity to all cooperatives’ lives, transforming our reality into a more collaborative environment. We believe in every individual’s potential, valuing their ideas and skills. Here, you’ll have the opportunity to join a large team contributing to transforming lives through cooperation. Since November 1, 2024, the Unicred System has adopted a two-tier organizational structure. Currently, we have over 4,300 employees, 330,000 cooperatives, 25 cooperatives, approximately 380 Business Units, and a National Central with Regional Units in Florianópolis, Belo Horizonte, and Porto Alegre.
João Silva
Indeed · HR
João Silva
Indeed · HR
