Especialista de Performance CX

📋 Description

• Operational Performance Management: Monitor daily and weekly B2B customer experience indicators
• Action Planning and Execution: Develop and implement operational action plans to address
• Root Cause Analysis: Investigate operational issues by combining quantitative data with qualitative
• Applied AI and Analytics: Use large language models (LLMs) and AI assistants to accelerate
• Automation and AI Solutions: Identify opportunities to develop lightweight AI agents and analytical
• Cross-Functional Collaboration: Partner with Process and Training teams to improve workflows

🎯 Requirements

• Relevant Professional Experience: Experience in operational performance, applied analytics
• Performance Optimization: Demonstrated ability to improve customer experience metrics through data
• Applied Artificial Intelligence: Advanced hands-on experience with LLMs such as ChatGPT, Claude, or
• Advanced SQL: Ability to independently query, combine, and analyze large datasets to identify
• Advanced Excel and Google Sheets: Strong skills in data modeling, scenario simulations, tactical
• Structured Problem-Solving: Familiarity with root cause analysis frameworks such as the 5 Whys

🎁 Benefits

• Flexible Benefits Card: Allowances for meals, food, mobility, health, home office, culture, and
• Healthcare Coverage: Medical insurance with no copayment, with available providers including
• Mental Health Support: Online therapy and coaching sessions through Zenklub.
• Wellness Benefits: Wellhub membership for fitness and wellness activities.
• Virtual Medical Consultations: Access to online healthcare services through Conexa Saúde.
• Professional Development: Learning opportunities through a partnership with Alura.