Senior Customer Experience Analyst

Afya

Senior Customer Experience Analyst at Afya focused on improving operational performance through data analysis and strategy implementation. Engage in data-driven strategies for operational efficiency.

Posted 4/23/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Monitor performance indicators for the area (collections, retention, and operational efficiency);
Analyze portfolio scenarios and behavior (cohorts/vintages, aging, student profiles);
Identify opportunities and risks based on operational data analysis;
Support goal-setting and ensure continuous monitoring of results;
Build targeted analyses to support decision-making by leadership;
Develop and propose segmented strategies to improve performance;
Monitor the effectiveness of implemented actions, suggesting adjustments when necessary;
Organize and structure information clearly to support operations;
Drive process improvements to increase efficiency and predictability.

Requirements

What you’ll need

Bachelor's degree or higher;
Previous experience in performance, operations, or customer service areas;
Strong analytical skills and business acumen;
Experience monitoring KPIs and analyzing results;
Ability to translate analyses into practical action plans;
Proactive profile, with an ownership mindset and results-oriented;
Good communication skills to interact with different teams and levels;
Experience with collections, retention, or portfolio management;
Experience with cohort/vintage analysis, aging, and base segmentation;
Experience with analysis tools (advanced Excel, dashboards, etc.).

Benefits

Comp & perks

Meal allowance / meal card;
Flexible working hours and assignments (for remote positions);
Transportation voucher (for hybrid or on-site positions);
Profit sharing (PLR);
Multi-benefits: flexible benefit via Flash Card to use as you prefer;
Gympass / Wellhub;
Psicologia Viva (online platform for psychology and nutrition consultations);
Health and dental insurance;
Life insurance;
Extended parental leave (up to 6 months for mothers and 20 days for fathers);
Rede D'Ór: support and important information for mother and baby health with a network of accredited nurses;
Birthday day off (one day off to take on your birthday or during your birthday month);
Platform with various courses to enhance your skills (UCA);
Language academy (AIA);
Leadership development program;
Discounts on undergraduate and graduate courses at Afya's educational units.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

performance analysisoperational efficiencyportfolio managementKPI monitoringcohort analysisvintage analysisaging analysisbase segmentationdata analysisaction plan development

Soft Skills

analytical skillsbusiness acumenproactive mindsetownership mindsetresults-orientedcommunication skillsdecision-making supportprocess improvementorganizational skillsteam collaboration

Certifications

Bachelor's degree