Key skills
AIBIPower BIAgileProject Management
About this role
Role Overview
- Monitor student satisfaction across all student journeys;
- Evaluate satisfaction metrics (NPS and CSAT) and performance KPIs;
- Identify opportunities to improve reporting and to develop new metrics;
- Perform data analysis to generate insights and identify root causes of student dissatisfaction;
- Develop action plans to improve NPS and CSAT, participating in squads focused on improvement initiatives;
- Closely monitor process and NPS improvement projects, acting as PMO;
- Prepare reports and presentations for executive reporting in Student Experience forums;
- Analyze and review CX surveys (e.g., NPS and CSAT), identifying areas for improvement and developing corrective action plans.
Requirements
- Bachelor’s degree in production engineering, business administration, statistics, or a related field;
- Knowledge of data analysis and statistical sampling;
- Experience with Power Query, Power BI, and dashboard development;
- Experience preparing presentations in PowerPoint;
- Advanced Excel skills;
- Required experience in customer experience (CX);
- Knowledge of Agile project management methodologies is desirable;
- Knowledge of AI for agent creation is desirable;
- Familiarity with Office 365 tools (Power Automate, Power Apps, and SharePoint) is desirable.
Benefits
- Tuition scholarships of up to 100% for employees, legal dependents and family members (parents and siblings). Allows up to three simultaneous scholarships;
- Health insurance with full subsidy for the employee and partial coverage for their family, with employee cost-sharing;
- Optional dental coverage to support oral health;
- Meal allowance or food voucher with the option to choose according to your needs;
- Wellhub or Totalpass for flexible gym options;
- Wellz — a platform focused on employees’ mental and emotional health offering various types of support, including access to individual online therapy;
- Well-being program and benefits club with a dedicated program and exclusive perks;
- Flexible dress code to promote our diversity;
- Life insurance;
- Partnership with SESC;
- Corporate university available on our exclusive portal, Educare;
- Growth opportunities — currently over 60% of positions are filled through internal selection.