Work closely with CX Operations by supporting ad-hoc analyses and providing inputs to enable efficiency gains while maintaining quality and supporting improvements in management.
Monitor and calculate performance indicators for the Customer Experience area.
Lead and report results in governance forums across different business units and post-sales teams.
Build visualizations of performance indicators in dashboards.
Conduct studies based on business pain points and identify opportunities for improvement.
Support senior management in strategic decision-making through exploratory data analysis, hypothesis testing, and executive presentations.
Identify, propose, and address systemic and process improvements aimed at boosting operational performance metrics.
Collaborate with partner teams such as Product and Customer Services to generate multidisciplinary insights to improve customers’ journeys with our products and services.
Monitor and analyze the Budget/Forecast together with the Planning structure regarding the financial health of the post-sales area.

Education: preferably Engineering, Business Administration, or other STEM fields (not mandatory).
Strong analytical skills and a curious mindset.
Proficiency in SQL.
Familiarity with Google Workspace.
Proficiency in Microsoft Office, particularly Excel and PowerPoint.
Experience with Business Intelligence tools (e.g., Metabase, Microsoft Power BI, Tableau).

Flash Card (the much-loved pink card!) with flexible benefits: meal, food allowance, mobility, health, education, culture, and wellness.
Health insurance.
Life insurance.
Extended maternity and paternity leave + childcare allowance.
Birthday day off 🎂
Hybrid and flexible work model + work-from-home allowance + in-office experiences.
Exclusive partner discounts via the Flash app.
TotalPass.
Pet care plan in partnership with Guapeco.

Performance and Insights Analyst, Mid/Senior

Key skills