Customer Journey Mapping and Analysis
Identify opportunities to improve customer service and overall customer experience
Collaborate with Marketing and CX Supervisors and Managers on projects aimed at improving sales performance and customer satisfaction
Support the implementation of automation flows to track customer feedback and comments on platforms such as Google My Business, Reclame Aqui, and social media
Assist with satisfaction surveys (NPS, CSAT), collecting and organizing data for leadership analysis
Help implement improvements based on customer feedback, following management guidance
Conduct market research and analyze consumer rating reports/questionnaires
Update reports and dashboards with area KPIs for review by Supervisors and Managers
Produce campaign performance reports, analyzing ROI and engagement metrics
Use marketing analysis techniques to collect relevant data (social media, web analytics, ratings, etc.)
Work with responsible teams on digital media integration and tagging (Google Tag Manager, Facebook Pixel, UTM tracking)
Primarily support the creation of campaigns and customer communications using CRM and digital marketing platforms (Salesforce, Marketing Cloud, Blip, BI, RD Station)
Ensure correct categorization and routing of requests to the appropriate teams

Degree in progress or completed in Business Administration, Marketing, Communications, or related fields
Salesforce Marketing Cloud certification
Familiarity with CRM tools, data analysis, and automation platforms is a plus
Proficiency in Microsoft Office and DealerWorkflow
Organized, detail-oriented, with strong written and verbal communication skills
Interest in customer experience, digital marketing, and data analysis

Customer Experience Analyst

Key skills