Be the guardian of the customer journey, identifying pain points and opportunities based on NPS, reputation, churn and feedback
Execute strategic projects for the Customer Success area: implement and evolve the area’s strategic initiatives
Act as project manager to address improvements in products, processes, the app and partner areas; coordinate action plans with partner teams (structured Outer Loop of the voice of the customer) and develop new initiatives based on data and insights ("see and act" model)
Lead NPS governance, producing reports and sharing learnings through structured rituals
Manage Customer Success tools and surveys
Map customer pain points and the voice of the customer, coordinating action plans with partner areas
Oversee survey programs and survey tools
Create mechanisms to monitor churned customers, ensuring more positive future experiences
Structure and organize customer relationship journeys together with partner areas

Bachelor’s degree completed
Experience with Customer Success or Customer Experience projects, or Product
Experience in continuous improvement projects and fostering a customer-centric culture
Experience with satisfaction metrics (NPS, CSAT, CES), voice of customer methodologies, and customer success indicators (churn, LTV)
Analytical profile and proficiency with tools such as Excel, Power BI, etc.
Strong communication, organization and the ability to coordinate with multiple areas

Customer Experience Projects Analyst, Mid

Key skills