Analyze customer experience indicators (such as NPS), conducting deep-dive studies and correlations with business metrics
Structure and lead executive forums, preparing materials and presentations focused on decision-making
Automate data collection processes and develop Power BI dashboards for monitoring and governance of indicators
Identify opportunities to improve the customer journey and design action plans and transformation projects
Partner with product and project teams to support the development and evolution of digital platforms (with a focus on e-commerce)

Advanced Excel
Advanced Power BI (data modeling, dashboard construction and storytelling)
PowerPoint (preparation of executive presentations)
Knowledge of Voice of the Customer (VoC) methodologies and user research
Previous experience in areas such as projects, management, customer service, or digital products
Knowledge of Python or other languages for automating analyses
Experience in data-driven environments and/or digital transformation
Understanding of e-commerce customer journeys

Mid-Level Customer Experience Analyst

Key skills