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Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- Lead the NPS strategy, ensuring continuous generation of actionable insights
- Manage and evolve survey tools (e.g., Qualtrics), including: structuring relationship cadences; sending multichannel surveys (especially WhatsApp/APIs); data governance and quality
- Develop and monitor customer experience and satisfaction metrics (NPS, CSAT, CES)
- Manage and integrate customer data from multiple sources (CRM, digital channels, surveys, internal databases)
- Monitor and analyze usage and customer behavior metrics on digital channels (e.g., visits, journeys, conversion, engagement)
- Connect experience data (NPS) with internal business indicators (e.g., conversion, retention, operational performance), producing correlational analyses and integrated insights
- Design and evolve a combined monitoring model that links experience indicators, customer data, and digital performance, ensuring a holistic view of the journey
- Build analytical models, segmentations, and predictive analyses to guide strategic decisions
- Apply and promote the use of Artificial Intelligence and advanced analytics (e.g., predictive models, NLP, text analytics) to automate analyses and support action planning
- Lead data automation and integration initiatives (e.g., Salesforce, APIs, internal databases)
- Translate data into clear analyses, executive storytelling, and practical recommendations for business areas
- Ensure governance, standardization, and consistency of databases
- Act as a bridge between business, technology, data, and customer experience teams
Requirements
What you’ll need- Strong experience with data, analytics, customer data management and/or satisfaction research (NPS/CSAT)
- Experience analyzing behavior in digital channels and customer journey metrics
- Experience in leadership or coordinating projects/teams
- Experience with survey tools (Qualtrics is a strong differentiator)
- Experience with data integration, processing, and governance
- BI and visualization (Power BI, Tableau, or similar)
- Data modeling and processing
- API integration and database handling
- Quantitative and qualitative analyses (including text analysis)
- Concepts and applications of Artificial Intelligence in analytics (predictive models, NLP, etc.)
- Knowledge of the insurance market
Benefits
Comp & perks- Health insurance
- Dental insurance
- Transportation allowance
- Meal allowance
- Food allowance
- Private pension plan
- Profit-sharing (PLR)
- Birthday day off
- Discounts on Grupo HDI products
- Childcare or nanny assistance
- Life insurance
- And much more!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analyticscustomer data managementsatisfaction researchbehavior analysisdata integrationdata governancedata modelingquantitative analysisqualitative analysispredictive modeling
Soft Skills
leadershipproject coordinationexecutive storytellingcommunicationstrategic decision-making