CX Analyst – Communication Strategy

Role Overview

• Work to strengthen the value proposition of the car subscription product through a strategic communication approach, focusing on process design and mapping, journey creation, and the development of communications that ensure clarity, consistency and a positive customer experience throughout the entire customer journey.
• Map, analyze and structure communication processes related to the product, identifying opportunities for improvement, efficiency and standardization of customer contact journeys.
• Plan and design communication journeys across different channels, defining flows, trigger rules, key messages and segmentation criteria.
• Develop institutional and transactional content and messages, with emphasis on customer email communications, ensuring clarity, consistency and alignment with the product's value proposition.
• Plan, structure and oversee communication projects, from defining scope, objectives and timeline to delivery and evaluation of results, working cross-functionally with partner teams.
• Contribute to the management of the product's strategic projects, supporting the organization of workstreams, tracking milestones and consolidating learnings for continuous improvement.
• Plan, execute and monitor pilots of new communications or journeys, consolidating learnings and supporting data-driven decision-making.
• Support the definition and execution of communications in emergency or unforeseen scenarios, contributing to rapid responses aligned with best practices and customer expectations.
• Monitor and analyze communication performance metrics (such as open rates, click-through rates and reach), generating insights for continuous improvement of journeys and messages.
• Collaborate integrally with areas such as Marketing, Product, Operations, Labs and Customer Service, ensuring strategic alignment and coherence between communications and product initiatives.
• Ensure documentation, governance and traceability of active communications and projects, promoting organization, control and standardization of processes.

Requirements

• Bachelor's degree (completed)
• Intermediate to advanced Excel
• Experience with multichannel communication focused on customer experience (Email, WhatsApp, Push, SMS)
• Ability to write clear, customer-facing copy
• Data analysis and monitoring (ability to generate insights from data and propose adjustments to journeys and messages)
• Systems thinking to ensure consistency across messages sent through different systems.

Benefits

• Profit sharing
• Food allowance
• Meal allowance
• Health insurance
• Dental insurance
• Gympass
• Private pension plan
• Transportation allowance
• Allya
• Unlimited access to courses from our Localiza University
• Internal training and development programs
• Discounts on vehicle purchase and rental