MedSênior

• Act as the technical reference for CX data, supporting leadership in defining metrics, targets and strategic drivers of the customer experience; • Structure, consolidate and analyze data from multiple sources (Reclame Aqui, NPS, CSAT, Ombudsman, Close the Loop, among others), ensuring consistency, reliability and an integrated view of the customer journey; • Develop and evolve executive and operational Power BI dashboards with a focus on usability, storytelling and guidance for decision-making; • Perform advanced analyses (diagnostic and predictive, where applicable) to identify root causes, trends, risks and opportunities for improvement; • Generate strategic insights to support retention initiatives, churn reduction and enhancement of the customer experience; • Act consultatively with business areas (CX, Operations, Call Center, Ombudsman, among others), translating data into practical recommendations and clear guidance; • Support the development and evolution of the Customer Experience strategy through data, including defining KPIs, monitoring frameworks and analysis models.

• Perform functional configurations in the CRM system, including forms, fields, macros, scripts, and settings, without structured code development. • Create and build reports and dashboards in Explorer, ensuring reliability and supporting decision-making. • Prepare and keep technical and functional documentation up to date, ensuring governance and traceability of implemented changes. • Map processes with user areas, identifying needs, business rules, and improvement opportunities. • Translate business requests into configurable system solutions. • Act as a bridge between the user area and technology, ensuring technical and functional understanding of requirements. • Validate flows, rules, and configurations before they go into production. • Support continuous improvement of automated processes in the CRM. • Ensure standardization, quality, and consistency of information recorded in the system.