Promote the adoption and evolution of artificial intelligence solutions applied to customer service
Identify opportunities to use AI with a focus on operational efficiency and improving the customer experience
Lead experimentation cycles (tests, pilots, and validations), monitoring results and proposing enhancements
Drive the continuous improvement of AI through adjustments, validations, and refinement of outputs
Analyze interactions and data to generate actionable insights, connecting them to practical improvements in operations, processes, and service routines
Collaborate with IT, Data, and Operations in prioritizing and evolving solutions
Support the structuring and defense of business cases for initiatives, linking the problem, solution, and expected impact
Drive continuous improvement of digital channels from the customer service operations perspective
Identify opportunities for efficiency and experience gains through the use and testing of channels
Propose and track improvements together with IT and partner areas
Manage the incident workflow (logging, tracking, prioritization, and validation)
Act as a bridge between customer service, the business, and IT on initiatives involving Salesforce, supporting the implementation of new operations, products, and changes; translating requirements, mapping impacts on service delivery, and ensuring the system correctly supports workflows from definition through stabilization of deliveries

Ability to understand business problems and translate them into structured initiatives
Strong customer experience orientation, with a critical and consistent approach to identifying and evolving journey improvements
Experience with data analysis, automation, or AI initiatives
Knowledge of applying artificial intelligence in customer service or customer experience
Ability to coordinate with technical (IT, Data) and operational teams
Experience structuring and defending business cases
Understanding of how generative AI works and user-level prompt design
Experience with customer experience metrics (NPS, CES, FCR)
Ability to structure and deliver executive presentations with strategic clarity and decision-making impact

Senior Customer Relationship Analyst

Key skills