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Senior BI & Analytics Analyst – CX

Business Intelligence DeveloperBusiness Intelligence DeveloperFull TimeRemoteSeniorTeam 10,001+Since 2010H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

43 days ago

Salary

0

Seniority

Senior

Bachelor DegreePortugueseETLSQL

Job Description

Senior BI & Analytics Analyst – CX

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.

Job Requirements

  • Bachelor's degree in Information Systems, Computer Science, Computer Engineering or related fields;
  • Solid experience and advanced knowledge of Power BI, Excel and SQL;
  • Knowledge of data modeling, ETL and applied statistics for data analysis;
  • Experience with CX metrics (NPS, CSAT, CES, churn, retention);
  • Familiarity with CRM tools and customer service platforms is desirable.

Benefits

  • Meal voucher
  • Gympass
  • Psychological support/counseling
  • Birthday day off
  • And more.

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