Analista Sênior De Experiência do cliente - Jornadas

📋 Description

• Map, analyze, and continuously evolve end-to-end customer journeys, identifying opportunities to
• Use customer experience, service, and operational data to identify pain points, prioritize
• Lead customer experience improvement projects from problem identification through implementation
• Act as a strategic bridge between Business, Product, and Technology, ensuring customer journey
• Translate journey requirements and business needs into functional and technical requirements that
• Build and refine user stories, acceptance criteria, and backlogs to support the prioritization and

🎯 Requirements

• Proven experience in Customer Experience, Customer Journey, Journey Management, Product, Business
• Strong ability to map and analyze customer journeys and identify friction points using quantitative
• Experience leading cross-functional improvement initiatives and coordinating stakeholders across
• Ability to translate business and customer needs into functional and technical requirements, user
• Strong analytical skills and experience interpreting customer and operational metrics such as NPS
• Experience conducting root-cause analysis and developing strategic recommendations based on data

🎁 Benefits

• Remote work opportunity in Brazil.
• Senior-level position with broad exposure across Business, Product, Technology, and Operations.
• Opportunity to lead initiatives with direct impact on customer satisfaction and operational
• Cross-functional and collaborative working environment.
• Opportunity to work with customer data, journey analytics, and strategic experience improvement
• Professional growth through exposure to multidisciplinary projects and business challenges.