Monitor CX, CSAT, NPS and SLA indicators, identifying trends, risks and recurring issues;
Consolidate and analyze data from surveys, tickets, service requests and operational dashboards;
Prepare executive reports, presentations and critical analyses for leadership;
Act as a bridge between operations, quality and management, supporting action plans;
Track recurring complaints and support root cause analysis;
Ensure standardization of metrics, concepts and CX monitoring rituals;
Support continuous improvement projects and user experience (UX) maturity initiatives;
Contribute to the development of dashboards (Excel / Power BI) and the automation of analyses;
Support audits, reviews and data validations related to the customer experience.

Analytical mindset and critical thinking;
Strong communication and interpersonal skills;
Proactivity and ownership mindset;
Ability to prioritize and manage multiple demands;
Collaborative, solution-oriented attitude;
Maturity to handle sensitive data and interact with executive stakeholders;
Experience with Facilities, especially shuttle services and staff restaurants/cafeterias;
Analytical role with autonomy; no direct people management.

🏥 Medical Insurance through SulAmérica, without co-payment and covering legal dependents;
😁 Dental Insurance (optional) — also extendable to dependents;
🏋️ Wellbeing and fitness activities via WellHub;
🛡️ Life Insurance;
🍽️ Meal/Food Allowance (VR/VA) of R$ 38.00 per day, with no payroll deduction;
🚍 Mobility: choice of commuter transport voucher (Vale-Transporte), company shuttle or fuel allowance;
🎓 Educational partnerships for professional development;
🎉 Special days off;
💙 Emotional support program — Grief & Loss, in addition to mental health support.

Senior CRC Analyst – CX

Key skills