Customer Experience Intelligence Sr Analyst

In the CX area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company.

We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impact people’s lives and experiences.

This position is to join our CX Business Insights team. You will be joining a very diverse and multinational team, that is responsible for data and insights for all our International Business countries, and all business lines we have. This position needs to be a key business partner for our Service Excellence (SE) team in Brazil, which is the team responsible for our BPOs operations. The role has the responsibility of providing SE the data support required, such as access to information, dashboards, analysis and insights, developing and improving our data capabilities, making them even more useful and actionable for our key internal and external stakeholders.

• Responsible for BPO data capabilities enhancement: it is expected that this role can improve the way we track BPO data performance, guaranteeing for example the data accuracy and methodology alignment of our results, user-centric dashboards, and clear understanding from our stakeholders needs.
• Responsible for stakeholder management: it is expected to interact with our key stakeholders to collect their feedbacks and needs, provide them the necessary training to our dashboards usage, also be very connected to them, giving visibility to latest updates and future changes/developments roadmap.
• Support global squads with analysis and deep dives that will guide the teams to prioritize solutions and improvements in the customer experience.
  
• Generate new hypothesis about our business, through a deep understanding of the data, customer behaviour, and our product. Find root causes to be shared with key stakeholders, and support the team to connect their analysis with business events. Drive Service Excellence strategy throught analysis and recommendations.
• Responsible for sharing key insights from CX with senior leadership.
• Support the development of new indicators to enhance business insights: methodology discussions, and stakeholder alignment.
  

• Bachelor degree in a quantitative discipline: statistics, applied mathematics, operation research, computer science, engineering, economics, etc.
• 1+ year of experience in data analytics and business insights.
• Fluent Business English is mandatory. Mandarin and/or Spanish is a plus
• Programming-related knowledge and experience. Strong SQL skills is mandatory.
• Strong skills and knowledge in data visualization tools (such as Excel pivot tables, Tableau, Power BI, DataStudio)
• Knowledge in experimental design (such as A/B experiments) and statistical methods (R or basic concepts) is a plus
• Excellent oral and written communication skills. Ability to communicate findings clearly to both technical and non-technical audiences.
• Resilient, able to work in a very dynamic, fast and highly motivated
• Able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.
• Must be customer centric and has the ability to develop creative solutions to a variety of complex problems
• Project management skill and experience with agile methodologies is a plus.