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Aurum Software

Tecnologia para a próxima forma de advogar

Senior Journey Analyst

AnalystAnalystFull TimeRemoteSeniorTeam 51-200Since 1993H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

1 day ago

Salary

0

Seniority

Senior

Associate Degree4 yrs expPortuguese

Job Description

Senior Journey Analyst

Aurum Software

• Monitor and evaluate key performance indicators (KPIs) related to customer experience, such as satisfaction, loyalty, retention and NPS (Net Promoter Score). • Map, analyze, diagnose and continuously update the end-to-end customer journey, with a surgical focus on critical moments: First Use (first value), Onboarding, retention and habit formation. • Develop and implement strategies to improve customer communication and engagement throughout their journey. • Propose and deliver training/presentations for the customer service team to improve service skills and the ability to provide an exceptional experience. • Monitor market trends and best practices in customer experience for legaltechs and continuously implement innovations/improvements to our customer journey. • Prepare management reports and dashboards on customer experience, providing actionable insights and strategic recommendations to the Executive Board. • Propose and implement customer loyalty and retention programs. • Act as the technical and strategic bridge between the customer and internal areas, translating mapped pains and behaviors (Voice of the Customer - VOC) into detailed action plans and clear guidance for Product (usability), CS Marketing (education and communication) and CS (support) teams. • Interview internal and external customers about interaction flows during the journey. • Diagram customer journeys and constantly review the support/service flow to propose actions focused on retention.

Job Requirements

  • At least 4 years of experience in Customer Experience, CS Ops or CX Intelligence, preferably in the technology (SaaS) market.
  • Experience mapping, proposing and structuring customer journeys.
  • Technical proficiency extracting and analyzing data from BI, analytics tools or CRMs, cross-referencing customer behavioral data across the journey with business metrics.
  • Technical knowledge of CX and SaaS indicators (NPS, CSAT, CES, Churn Rate, LTV, Retention, Time-to-Value, etc.).
  • Excellent communication skills to engage, influence and ensure the delivery of projects with other teams (Product, Engineering, Marketing).
  • Nice to have:
  • Experience with Intercom, Notion, Figma or Miro.
  • Experience building processes from scratch, prioritizing high-impact requests and making strategic decisions autonomously.
  • Knowledge in creating dashboards.

Benefits

  • Meal/Food Allowance: R$ 1,300 monthly on a flexible card, non-deducted from payroll.
  • Home Office Allowance: R$ 135 monthly, non-deducted from payroll.
  • Health Plan: Bradesco (national).
  • Dental Plan: SulAmérica.
  • Life Insurance.
  • Extended parental leave: we participate in the Empresa Cidadã Program and offer leaves that support diverse family formats — including adoption, same-sex couples and single-parent families.
  • Childcare Assistance: for children up to 5 years old.
  • Gympass/Wellhub: wellness platform focused on physical activity and holistic health. Provides access to thousands of gyms, studios, live classes and wellness apps for a single monthly fee.
  • Conexa Saúde: digital health platform with a range of specialties. Team members have access to 2 free psychological consultations and 2 free nutritional consultations per month.
  • Guapeco: pet health plan with easy enrollment, nationwide coverage and reimbursements up to 100%.
  • Language school partnerships: discounted programs for English and Spanish with OpenEnglish, Fluentia and Instituto Cervantes, available online and in-person.
  • Profit Sharing (PLR): if the team meets the annual target, everyone (really!) receives profit sharing.
  • Relax Week: we do not work on business days between Christmas and New Year’s to rest and enjoy the end of year as each person prefers.
  • Workstation Allowance: in addition to providing a laptop, to help set up a comfortable home workspace we provide an allowance of R$ 2,400.
  • Birthday Day Off: in your birthday month you get one full day off to rest and enjoy.
  • Work at a Great Place to Work©: we are one of the best companies to work for in Latin America and Brazil.

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