Auren Energia

Senior Customer Experience Analyst

Auren Energia

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

Tech Stack

CloudPythonSQL

About the role

  • Map, review, and improve B2B customer journeys, identifying friction points and opportunities for efficiency.
  • Drive the evolution of Salesforce Service Cloud, structuring flows, automations, and experience improvements.
  • Define and monitor CX metrics (NPS, CSAT, CES, LTV), ensuring an integrated view of journey indicators.
  • Lead B2B Voice of Customer (VoC) processes, consolidating feedback from multiple channels (surveys, support, complaints) and turning it into hypotheses, insights, and improvement drivers.
  • Develop dashboards and reports in PowerBI to provide visibility into journeys and experience indicators.
  • Work in partnership with internal teams to promote digitization and continuous improvements.
  • Support user teams in data interpretation and in evolving the experience across different stages of the journey.

Requirements

  • Bachelor's degree in Business Administration, Engineering, Economics, Communications, Computer Science, or related fields.
  • Senior experience in Customer Experience, journey design, support/service, or digital products.
  • Knowledge of Salesforce Service Cloud.
  • Ability to communicate insights clearly and with a business focus.
  • Digital mindset, customer focus, and an integrated view of processes.
  • Experience in the energy sector is a plus.
  • Knowledge of PowerBI, SQL, Python, or other analytical tools will be considered an advantage.
Benefits
  • Food: on-site cafeteria, meal voucher (VR), or food allowance (VA);
  • Medical and dental plans;
  • Life insurance;
  • Private pension plan;
  • Annual variable compensation program, based on achievement of targets;
  • Wellness program;
  • Partnerships with gyms;
  • Tuition assistance/scholarship program;
  • Learning hub that encourages diverse learning formats;
  • Encouragement of volunteering in social initiatives and programs supported by Auren;
  • Diversity & Inclusion group open to new members (members or allies);
  • Periodic surveys on internal engagement levels;
  • Flexible working hours and hybrid work model (for corporate roles)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Salesforce Service CloudPowerBISQLPythoncustomer experiencejourney designdata interpretationCX metricsautomationsdashboards
Soft Skills
communicationcustomer focusdigital mindsetleadershipcollaborationinsight generationproblem-solvinganalytical thinkingprocess improvementfeedback consolidation
Certifications
Bachelor's degree