Independently conduct mapping and updates of the Customer Lifecycle and Sales Network, considering all phases of the customer’s relationship with the company and points of sale over time.
Plan, design and update Customer Journeys, detailing stages, interactions, sentiments, channels, moments of truth, and current and desired experiences.
Identify experience gaps, risks, and improvement opportunities across the journey, proposing enhancements that positively impact customer satisfaction and retention.
Work collaboratively with partner areas (business, operations, support, product, technology, etc.), leading mapping and validation meetings for journeys and the lifecycle.
Ensure governance of actions and tasks arising from journey and lifecycle mappings, ensuring clear definition of owners, deadlines, and continuous follow-up.
Identify, structure and track customer success and experience metrics related to the mapped journeys and processes.
Support critical analyses of metrics, identifying trends, impacts, and opportunities for continuous improvement.

Bachelor’s degree in Business Administration, Industrial Engineering, Marketing, Process Management, Communications, or related fields.
Hands-on experience in Customer Success and/or Customer Experience (CS/CX).
Experience with Customer Journey and/or Customer Lifecycle mapping.
Experience monitoring action plans and activity governance.
Analytical ability to interpret and monitor CS/CX metrics.
Strong communication skills and ability to work cross-functionally with different teams.
Experience in corporate environments working across multiple teams.
Knowledge of journey-mapping tools, continuous improvement methodologies, or process management tools.
CX certifications or relevant courses.

Health insurance
Dental insurance
Life insurance
Meal voucher
Profit-sharing bonus
Private pension plan
Access to a platform for language learning and professional courses/learning paths
Fresh fruit provided in the workplace

Mid-level Customer Success Analyst

Key skills