Map customer journeys to identify key customer pain points and friction, and lead the development of continuous improvement action plans for processes with medium impact/complexity on the customer experience;
Diagnose recurring Voice of the Customer themes, supporting the redesign of journeys, processes, and experiences;
Evaluate internal processes that impact the customer experience in Contact Centers and physical branches, identify improvement opportunities, and engage partner teams;
Monitor NPS survey results and other CX metrics, analyze feedback, and flag trends, risks, and opportunities;
Interface with internal areas such as Technology, Marketing, Business Segments, Customer Service and Operations, ensuring alignment in the execution of CX initiatives and prioritization in the technology roadmap;
Support the development of research scripts and conduct customer interviews (qualitative and quantitative) by phone, online, or in person;
Prepare management reports and presentations to track results and CX initiatives;
Execute and monitor Customer Experience projects from diagnosis through implementation and initial measurement of results, under the guidance of area leadership;
Ensure compliance with internal policies, legal requirements, confidentiality of information, and adherence to the company's Code of Ethics and Values.

Bachelor’s degree in fields such as Business Administration, Engineering, Communications, Marketing, or related areas
Intermediate (minimum) Excel skills to manipulate data supporting diagnostics, action plan creation, and monitoring of KPIs/OKRs
Intermediate PowerPoint skills, with the ability to build presentations
Experience in process improvement in areas such as customer service, operations, or related fields
Experience in project management initiatives, having been responsible for process mapping, tracking indicators, and developing action plans
Analytical and process-oriented mindset, with the ability to translate data into insights and actionable results
Strong written communication skills, capable of drafting texts and communications aimed at customers and employees

Customer Experience Analyst, Mid-level

Key skills