Senior Customer Experience Analyst – Surveys & Customer Journey

Nuclea

Analyzing customer journeys and improving satisfaction through data-driven insights. Driving strategic recommendations based on customer feedback and internal processes at a fintech company.

Posted 7/15/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in analyzing customer feedback and processes to identify improvement opportunities, utilizing research methodologies and CRM tools to enhance customer experience. Proficient in translating data insights into actionable recommendations and effectively communicating results to stakeholders.

Highest-signal resume keywords

Customer Experience AnalysisRoot-Cause AnalysisCRM Tools ProficiencyData Analysis and InsightsMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Research MethodologiesSatisfaction SurveysQualitative Feedback HandlingQuantitative Feedback HandlingPower BI

Soft Skills

Communication SkillsCollaborationPrioritizationCustomer-Centric Mindset

Tools & Technologies

DynamicsSalesforceZendesk

Industry Keywords

Customer ProcessesCustomer JourneysOperational DataStrategic Recommendations

About the role

Key responsibilities & impact

Operate with a systemic view of customer processes and journeys, identifying friction points and opportunities for improvement across the experience.
Conduct root-cause analyses on critical customer experience issues, connecting symptoms, processes, data and business impact.
Collect, consolidate and analyze customer feedback from multiple channels (surveys, service interactions, operational data, qualitative insights), transforming it into diagnostics and strategic recommendations.
Translate customer experience data and insights into improvement proposals focused on impact, efficiency and better decision-making.
Communicate results and recommendations clearly, concisely and in a structured manner, supporting leaders and partner teams through reports, executive presentations and dashboards.
Manage multiple initiatives and simultaneous requests, prioritizing activities based on impact criteria for both the customer and the business.
Work proactively and collaboratively with internal teams, promoting a customer-centric culture and supporting the implementation of proposed actions.

Requirements

What you’ll need

Bachelor’s degree completed
Knowledge of research tools and methodologies
Experience with satisfaction surveys and handling qualitative and quantitative feedback
Familiarity with CRM tools (Dynamics, Salesforce, Zendesk and others)
Proficiency with Microsoft Office
Knowledge of Power BI
Degree background in Administration, Engineering, Marketing, Communications, Statistics, Economics or related fields

Benefits

Comp & perks

Health and Dental Insurance
Meal Allowance (Ticket)
Life Insurance
Home Office Allowance
Profit Sharing (PLR)
Private Pension
Childcare Assistance
WellHub and Totalpass