Customer Experience Analyst III

GOL Linhas Aéreas

Customer experience analyst at GOL improving client journeys and analyzing channels' performance. Contributing to data-driven decisions and reporting on key metrics in hospitality.

Posted 5/4/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage and analyze the performance of reputational channels (Reclame Aqui, Consumidor.gov, ANAC platform, Procon) for the GOL, GOLLOG, Smiles and Smiles Viagens brands, as well as social media channels;
Perform data analysis and build reports to support decision-making;
Map processes, identify opportunities and lead improvement initiatives, analyzing Level I and II channels;
Contribute to improving the customer journey with a critical perspective, analytical grounding and a focus on results;
Solid experience with reputational channels and social media;
Ability to develop presentations and structured materials;
Strong analytical capability and command of metrics, processes and indicators.

Requirements

What you’ll need

Bachelor's degree completed: Administration, Quality, Marketing, Law or related fields;
Advanced Excel and PowerPoint skills; ability to build presentations;
Knowledge of customer experience and contact center operations (voice, chat and WhatsApp);
Critical data mindset (not only consolidating, but interpreting data);
Availability for travel and flexible working hours;
The following are a plus:
Postgraduate degree;
English or Spanish language skills are a differential.

Benefits

Comp & perks

Health insurance
Dental insurance
Group life insurance
Meal allowance
Food allowance
Transportation allowance
Gympass or Totalpass
Partnership club with hundreds of partner companies
Birthday day off
Profit-sharing (PLR)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisreport buildingadvanced ExcelPowerPointcustomer experiencecontact center operationscritical data mindset

Soft Skills

analytical capabilitypresentation developmentprocess mappingimprovement initiativesfocus on results

Certifications

Bachelor's degreePostgraduate degree