Mid-level Customer Experience Analyst

iFood

Customer Experience Analyst enhancing customer journeys through data-driven initiatives at iFood. Collaborating with cross-functional teams to improve client satisfaction and operational efficiency.

Posted 4/28/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Customer Journey Mapping: Identify touchpoints and opportunities to improve the customer experience;
Improvement Proposals: Develop initiatives to enhance the customer experience based on analyzed data;
Continuous Improvement and Methodologies: Apply Lean and Six Sigma methodologies to identify waste and bottlenecks and propose solutions to optimize processes;
Kaizen and PDCA: Lead continuous-improvement cycles to resolve problems and implement incremental changes;
KPI Management: Monitor and report performance metrics to assess the effectiveness of implemented improvements;
BPMN and Process Modeling: Create and update process models; analyze existing processes to identify inefficiencies, redundancies, and automation opportunities;
Process Documentation: Ensure processes are well documented and accessible to stakeholders;
Flow Design and Automation: Design operational flows and create clear, objective workflows for different areas of the company;
Process Automation: Collaborate with Product teams and partner areas to implement automations;
Testing and Validation: Ensure automated flows operate as expected;
Data Analysis: Data collection and processing — extract data from different sources (internal systems, spreadsheets, etc.) and organize it for analysis;
Data-Driven Decision Making: Use analyses to support strategic and operational decisions;
Governance and Strategic Alignment: Define policies and standards to ensure processes align with internal policies and external regulations;
Stakeholder Management: Collaborate with different areas to ensure alignment and execution of initiatives;

Requirements

What you’ll need

Results-oriented with a focus on delivering the best possible customer experience;
Strong communication skills;
Good interpersonal skills;
Autonomy and proactivity in seeking knowledge and solutions;
Strong analytical skills and a high level of critical thinking;
Intermediate to advanced knowledge of Project Management;
Intermediate to advanced experience creating process flowcharts for new and/or revised processes;
Proficiency in continuous improvement methodologies (PDCA, DMAIC, 5 Whys, Pareto, Ishikawa, 5W2H);
Knowledge of SQL and agile frameworks;
Advanced Excel skills;
Experience with Salesforce.

Benefits

Comp & perks

Diversity and inclusion
Benefits program (iFood Benefits)
Training and development
Innovative work environment
Flexibility

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

Customer Journey MappingLeanSix SigmaKaizenPDCAKPI ManagementBPMNData AnalysisSQLAdvanced Excel

Soft Skills

Results-orientedStrong communication skillsGood interpersonal skillsAutonomyProactivityStrong analytical skillsCritical thinking