Portobello Shop

Customer Experience Data Analyst – Backoffice

Portobello Shop

full-time

Posted on:

Location Type: Hybrid

Location: Florianópolis • Brasil

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Job Level

Mid-LevelSenior

Tech Stack

ETLPythonSQL

About the role

  • You will play a key role in supporting the area's data-driven culture, being responsible for giving our customers a voice through data.
  • You will work from data collection and processing to creating dashboards and reports that monitor the main CX metrics (NPS, CSAT, CES).
  • Your work will provide the evidence needed for the CX and Operations teams to make strategic decisions that ensure customer satisfaction and loyalty.
  • Collect, clean and process data from various sources related to the customer journey and the company's operations, ensuring data quality, integrity and consistency for analysis.
  • Analyze and cross-reference data daily within the Voice of the Customer Program and CX projects.
  • Monitor NPS (Net Promoter Score), the company's main metric, daily, and other drivers such as CES/CSAT, as well as their trigger data and accuracy.
  • Cross-reference operational indicators with CX metrics.
  • Contribute to the design, review and maintenance of recurring and ad hoc survey distributions.
  • Create and maintain dashboards and reports that turn complex data into actionable insights for the CX team and for store, logistics and back office operations.
  • Collaborate with multidisciplinary teams such as technology, data, commercial, operations, process and design in the analysis and monitoring of customer data across the company.
  • Document processes, metric definitions, analytical criteria and deliverables.
  • Produce presentations with clear, data-driven storytelling.
  • Monitor and respond to area tickets.

Requirements

  • Bachelor's degree in a quantitative field (Statistics, Mathematics, Data Science, Engineering, Computer Science or related disciplines).
  • Strong analytical skills, with the ability to process, consolidate and interpret data for decision-making.
  • Knowledge of SQL for data manipulation.
  • Advanced Excel for quick analyses (pivot tables, VLOOKUP, etc.).
  • Experience with Power BI/Tableau or other data visualization tools.
  • Methodological knowledge of data modeling — how databases work (dimensions, filter context, row context, calendar tables, and how different data tables relate).
  • ETL knowledge to extract, transform and load data, performing full data cleaning to ensure 100% accuracy and trust in the dataset before analysis.
  • Ability to work in agile, dynamic environments and adapt quickly to change.
  • Preferred qualifications:
  • Knowledge of data visualization best practices.
  • Familiarity with CX metrics (NPS, CES, CSAT, etc.).
  • Experience with NPS programs and CX platforms such as Qualtrics or Medallia.
  • Knowledge of Databricks (creating notebooks, queries/views, etc.).
  • Basic to intermediate Python: ability to perform small data analyses, task automation and ETL.
  • Knowledge of predictive modeling to forecast risks.
Benefits
  • Medical and dental insurance;
  • Life insurance;
  • Meal allowance;
  • Transportation voucher;
  • Vacation bonus;
  • Pharmacy assistance;
  • Assistance for dependents with disabilities;
  • Wellhub (well-being platform);
  • Day off in the month of your birthday;
  • Discount on Portobello product purchases;
  • Discount network - partnerships with various institutions;
  • Profit Sharing and Results program;
  • Aprende Shop (online content platform);
  • Training and Professional Development programs.

Applicant Tracking System Keywords

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

Hard skills
SQLExcelPower BITableauETLData modelingPythonPredictive modelingData cleaningData analysis
Soft skills
Analytical skillsAdaptabilityCollaborationCommunicationData-driven storytelling