Take a strategic view across all Azul traveler journeys, mapping potential opportunities, moments of delight, benefits or improvements for High-Value customers.
Map and design end-to-end Customer journeys for Azul Fidelidade (Azul’s loyalty program), considering all channels and interaction moments: digital (website and app), contact center, airports, communications, etc.
Conduct analyses of friction points and opportunities at each stage of the journey, proposing solutions and prioritization based on impact to the Customer experience.
Create and maintain up-to-date documentation of journeys, flows, touchpoints and functional requirements related to the experience.
Collaborate with internal teams (Product, CX, Contact Center, Airport Operations and Technology) to ensure the implementation of improvements and new experiences.
Support the definition and evolution of experience metrics (NPS), identifying correlations and business insights.
Responsible for disseminating the Customer Experience vision within Azul Fidelidade, acting as a point of reference for squads and projects.
Participate in discovery rituals and hypothesis validation with Customers, including qualitative and quantitative research.
Monitor market trends in loyalty programs and best practices, identifying opportunities for innovation.

Bachelor’s degree.
Experience in Customer Experience (CX), Customer Journey, Process Mapping or related areas.
Proficiency with journey mapping and process design tools (Miro, Figma, Visio, etc.).
Strong analytical skills, with the ability to translate data, research and insights into recommendations.
Collaborative profile with frequent cross-functional work.
Intermediate or advanced English.
Experience or knowledge of loyalty programs or aviation is a plus.
UX knowledge for analyzing the user experience on digital channels is a plus.
Experience conducting or participating in customer research and/or focus groups is a plus.

Anjo Azul — Our program supporting Crew members, providing psychosocial, legal and financial assistance.
Cegonha Azul — Program that supports pregnant employees and new mothers through the baby’s first year. Available to Crew members and dependents.
Zenklub — Online therapy to support your mental health.
SEST SENAT — Free courses, community centers, dental care, physiotherapy, nutritionists and psychologists.
Concierge — All our wellbeing benefits conveniently at your fingertips.
Pharmacy discounts.
Papos para o Futuro — Sessions with your leadership focused on future conversations.
Individual development plan.
Training through our Corporate University — Uniazul.
Education incentives for undergraduate, graduate and language courses through partnerships with various institutions.
Azul Volunteer Program.

Senior Product Analyst

Key skills