Key skills
RBIPower BILeadershipCommunicationCustomer Success
About this role
Role Overview
- Map and analyze the customer journey, identifying friction points and opportunities for improvement;
- Monitor and analyze customer experience metrics such as NPS and CSAT;
- Conduct data analyses and review customer feedback;
- Develop and implement action plans to improve the customer experience;
- Work closely with teams such as Product, Support, Marketing and Operations to implement improvements;
- Prepare customer experience performance reports and dashboards;
- Propose improvements to processes, support flows and customer communications;
- Support the implementation of Voice of the Customer (VoC) programs;
- Participate in continuous improvement projects focused on customer satisfaction and retention.
Requirements
- Bachelor's degree in Business Administration, Marketing, Communication, Engineering, Statistics or related fields;
- Previous experience in Customer Experience, Customer Success or Customer Service;
- Knowledge of CX metrics (NPS, CSAT);
- Experience with data analysis tools and dashboards (Excel, Power BI or similar);
- Knowledge of customer journey mapping and process improvement;
- Strong analytical skills and ability to communicate with cross-functional teams.
Benefits
- Meal allowance / meal voucher;
- Flexible hours and assignments (for remote positions);
- Transportation voucher (for hybrid or on-site positions);
- Profit sharing (PLR);
- Multi-benefits: flexible allowance via Flash Card to use as you prefer;
- Gympass / Wellhub;
- Psicologia Viva: online platform for consultations with psychologists and nutritionists;
- Health and dental plan;
- Life insurance;
- Extended parental leave (up to 6 months for mothers and 20 days for fathers);
- D'Ór network: support and important health information for mother and baby with an accredited nursing network;
- Birthday day off (one paid day off to use on your birthday or during your birthday month);
- Online learning platform with a variety of courses (UCA);
- Language academy (AIA);
- Leadership development program;
- Discounts on undergraduate and postgraduate courses at Afya educational units;
- Premium subscription to Afya iClinic and Afya Whitebook.