CX Data Analyst Sr

Description

Job Summary: We are seeking a Senior Data Professional to strengthen our customer service operations by transforming data into actionable insights and supporting leadership in decision-making. Key Highlights: 1. Strategic role in transforming data into insights for customer service 2. Focus on continuous improvement of customer experience and efficiency 3. Development of reports and optimization of customer service processes **About Us ✨** **Swile Brasil** is the pioneering flexible benefits startup in Brazil and France! Our mission is to help companies provide a better workplace for their employees through flexible benefits delivered via cutting-edge technology. Founded in 2016 and recognized as one of the best companies to work for by GPTW (Great Place to Work 2020\), Vee merged with Swile — Europe’s most innovative ScaleUp, which revolutionized the French benefits market in 2021 and became a global unicorn. **About the Role** We are looking for a Senior Data Professional to strengthen our customer service operations, playing a strategic role in sourcing data and transforming information into insights — supporting leadership in decision-making, increasing team efficiency, and continuously elevating our customers’ experience. Also bringing predictive insights that guide decision-making, process improvements, and roadmap prioritization. Candidates should demonstrate planning and organizational skills, along with knowledge of customer service processes and best practices. **Scope of Responsibilities*** **Data Collection**: Collect data from multiple sources, including customer satisfaction surveys, customer feedback, transactional data, behavioral data, and customer interactions. * **Data Analysis**: Analyze collected data to identify trends, patterns, and insights regarding customer experience. * **Report Development**: Develop reports and dashboards to present analysis results and recommend improvement actions. * **Opportunity Identification**: Identify opportunities to improve customer experience and develop action plans to address them. * **Cross-Team Collaboration**: Collaborate with business, marketing, and product teams to understand customer needs and develop solutions — as well as with the customer service team. * **Demand Forecasting**: Forecast customer service demand to ensure adequate service capacity. * **Capacity Planning**: Develop capacity plans to ensure the customer service team is prepared to meet demand. * **Process Optimization**: Identify opportunities to optimize customer service processes and improve efficiency. **Scope of Responsibilities*** **Data Analysis**: Ability to collect, analyze, and interpret large datasets. * **Tool Proficiency**: Familiarity with data analysis tools such as Excel, SQL, Tableau, Metabase, Salesforce, Zendesk, Power BI, PowerPoint, etc. * **Effective Communication**: Ability to communicate insights and recommendations clearly and concisely to non-technical audiences, tell compelling data-driven stories, and present insights attractively. * **Critical Thinking**: Ability to think critically and identify improvement opportunities. * **Planning and Organization**: Ability to plan and organize projects and tasks effectively. * **Collaboration**: Ability to work collaboratively within teams and with stakeholders to understand customer needs. * **CX Knowledge**: Understanding of customer experience principles, practices, and process best practices. **Additional Competencies*** **Statistical Knowledge**: Familiarity with statistics and data analysis methods. * **Programming Knowledge**: Familiarity with programming languages such as Python, R, or SQL. * **Planning and Capacity Planning Knowledge**: Experience in team planning and capacity sizing. **Personal Skills*** **Proactivity**: Being proactive and capable of anticipating problems and opportunities. * **Flexibility**: Being flexible and adaptable to change and shifting priorities. * **Effective Communication**: Ability to communicate clearly and concisely with diverse audiences. ### **Our Values** * \uD83D\uDC9C **We are team players:** We care about our colleagues and collaborate seamlessly across departments. * \uD83C\uDFCB **We are doers:** We operate with high autonomy and deliver tangible results. * \uD83C\uDFC4 **We move fast:** We correctly identify priorities and take initiative. * \uD83D\uDCE3 **We are ambassadors:** We deeply understand our market, product, and align around a shared vision. * \uD83C\uDF54 **We stay hungry:** We are resilient and love learning and sharing knowledge. * \uD83C\uDF81 **We cherish our values:** We set aside ego and welcome feedback as a gift. ### **What We Offer** * \uD83D\uDCB3 Highly attractive flexible benefits package for you to use as you wish (flexfood, mobility, culture, education, etc.) via your Swile card; * \uD83E\uDD11 Bonus \uD83D\uDC69\uD83C\uDFFD‍* ️ Health, dental, and life insurance * \uD83D\uDCAA\uD83C\uDFFC TotalPass or GymPass (access to top gyms and studios) * \uD83E\uDDE0 Emotional wellness (free therapy sessions with one of our partners) * \uD83D\uDCB0 SwileShop * \uD83D\uDDE3️ English or French language classes * \uD83D\uDC8A Pharmacy allowance * \uD83C\uDF82 Birthday day off * \uD83D\uDC76\uD83C\uDFFC Childcare allowance * We embrace and promote diversity and inclusion within our team — so feel free to be your authentic self with us \uD83C\uDF08