Senior Customer Experience Analyst

Copa Energia

Senior Customer Experience Analyst at Copa Energia focusing on mapping client journeys and suggesting improvements. Leading collaborative projects to enhance user experiences across products and channels.

Posted 5/7/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Map customer journeys for B2B clients, resellers and end consumers to identify opportunities and prioritize improvements across products and channels based on data analysis, metrics and research;
Analyze user journeys, recommending improvements to processes and solution usability;
Design experiences and journeys that deliver value to customers and business results, producing a product and service map aligned with business strategies;
Lead activities and collaborative projects with cross-functional teams;
Conduct tests with customers, consultants and resellers, in partnership with the Research team, to validate hypotheses and products;
Develop solutions and action plans based on satisfaction surveys such as NPS and CSAT;
Foster a customer- and results-focused strategic culture.

Requirements

What you’ll need

Bachelor's degree: Business Administration, Engineering, Design, Communications, Graphic Arts;
Lean methodologies;
Scrum / Design Thinking;
Postgraduate degree in Innovation, Journey Mapping, Neuroscience, Communications, or related fields;
Process modeling;
Figma and related tools;

Benefits

Comp & perks

Meal voucher or on-site cafeteria, depending on your work location and employment type.
Food allowance to help with household grocery expenses.
Transportation allowance.
Health insurance to cover you and your immediate dependents.
Dental plan to support oral health.
Gympass – access to fitness services to support physical health.
Payroll-deductible loans with lower interest rates.
Profit-sharing (PR).
Monthly gas allowance – a company-exclusive benefit.
Pharmacy discount card.
Extended maternity leave of 180 days.
Childcare assistance for mothers for 24 months upon return from maternity leave.
Paternity leave of up to 20 days, subject to employee choice.
Health and wellness program — Viva+Energia.
Hybrid work model at Copa Energia headquarters, combining on-site and remote work.
New Value – a benefits club offering discounts on beauty, fitness, food, culture, leisure and travel.
Life insurance.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisuser journey analysisprocess improvementsolution usabilityexperience designproduct mappingsatisfaction surveysprocess modelingLean methodologiesScrum

Soft Skills

collaborationleadershipcustomer focusstrategic thinkingresults orientation

Certifications

Bachelor's degreePostgraduate degree in InnovationPostgraduate degree in Journey MappingPostgraduate degree in NeurosciencePostgraduate degree in Communications