Senior Customer Insights Analyst

Role Overview

• As a Customer Insights Analyst, you will be responsible for turning behavioral signals, feedback, and journey data into diagnoses, prioritizable recommendations, and impact hypotheses, directly contributing to the roadmap and the evolution of our customers' experience.
• VoC (Voice of Customer) listening and collection system
• Collect and/or analyze customer data and feedback, integrating qualitative and quantitative data from multiple sources to produce deep, actionable analyses of behavior, perception, and product usage.
• Design and execute research and feedback programs.
• Intentionally bring customers closer to Product initiatives, either through customer communities or relationships with key segments.
• Identify gaps in customer listening and propose new channels/methods of collection based on journey analysis and product needs.
• Systematic analysis of the customer journey, identifying opportunities and friction points.
• Analysis, synthesis, and generation of actionable insights
• Consolidate multi-source data into cross-analyses of the customer experience.
• Structure problems, prioritize pain points, and translate insights into clear, prioritizable recommendations aligned with impact on product, revenue, and experience.
• Develop and evolve dashboards and experience metrics, ensuring consistency, reliability, and decision-making capability.
• Build executive narratives and participate in strategic forums, influencing decisions.
• Serve as a direct and ongoing bridge to Product, understanding the business "hot topics" to guide the work, while ensuring alignment between customer feedback, business opportunities, and action plans.
• Support Product backlog prioritization through evidence of impact on experience and the cost of customer pain.
• Co-create experiment hypotheses in partnership with Product and Growth (e.g., communication/notification tests).
• Reputation and Feedback Management
• Map reputational risks and drivers of dissatisfaction on external channels (Reclame AQUI, app ratings, reviews), turning signals into alerts and recommendations.
• Act as an early radar for sensitive issues, preparing early alerts and narrative adjustments for Product, Support, and Communications.

Requirements

• Previous experience in roles related to Voice of Customer, Customer Insights, Customer Experience, Business Analyst, or related areas;
• Strong analytical skills with the ability to interpret complex data and extract actionable insights;
• Proficiency in quantitative and qualitative research methods, with hands-on experience conducting studies and measuring outcomes;
• Proficiency with data analysis and visualization tools (e.g., advanced Excel, Metabase, and similar tools);
• Excellent verbal and written communication skills, with the ability to express ideas clearly and concisely;
• Ability to work in a team, collaborate across areas, and influence decisions based on data and insights;
• Experience with governance routines and strategic forums.
• Preferred / Nice-to-have:
• Experience with predictive models (churn propensity, satisfaction, usage).
• Experience with segmented journeys and persona-based analyses.
• Experience analyzing reputation and public channels.

Benefits

• Not specified