CNA Idiomas | Oficial

Mid-level Conversational Journey Analyst

CNA Idiomas | Oficial

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Conversational Platform Management - Act as the main point of contact with the conversational solution provider; prioritize the improvements backlog; ensure continuous evolution of flows and integrations; validate releases and new features.
  • Full Funnel View - Map the end-to-end journey (lead → qualification → enrollment); identify drop-off points; analyze conversion by stage; create executive performance reports.
  • Conversion Optimization - Test variations of flows and approaches; optimize CTAs; evolve qualification rules; work on improving contact rate and enrollment rate.
  • Speech & Quality - Improve bot scripts; align bot and human messaging; ensure consistency of the value proposition; support the commercial team with improvement inputs.
  • Intelligence & Data - Analyze conversational data; work with CRM and media teams to cross-reference data; propose behavior-based automations; identify objection patterns.

Requirements

  • Experience with conversational platforms (e.g., Blip, Botmaker, Mundiale, Gupshup or similar);
  • Experience with CRM (Salesforce is a plus);
  • Strong analytical skills;
  • Experience with digital conversion funnels;
  • Basic knowledge of AI applied to customer service;
  • Experience with A/B testing.
Benefits
  • Health insurance (Bradesco)
  • Dental insurance (Bradesco)
  • Life insurance
  • Gympass
  • Total Pass
  • Parking — Roles above Coordinator are not eligible for a parking discount
  • Pharmacy discount program
  • Meal voucher
  • Food allowance
  • Transport voucher
Applicant Tracking System Keywords

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

Hard Skills & Tools
conversational platformsCRMdigital conversion funnelsA/B testingdata analysisbehavior-based automationsqualification rulescontact rate optimizationenrollment rate optimizationbot script improvement
Soft Skills
analytical skillscommunicationcollaborationproblem-solvingprioritization