Saúde PASA

Analyst

• Map the customer journey and understand all stages from onboarding to post-sales
• Plan, execute, and analyze satisfaction and effort surveys (e.g., NPS, CSAT, CES)
• Monitor customer success metrics (e.g., churn, expansion, engagement, resolution time)
• Perform end-to-end process analysis (discovery, design, and continuous improvement)
• Conduct diagnostics of support channels (chat, email, phone, app, web)
• Structure and maintain the CX/CS improvement backlog
• Support and facilitate experience and success committees
• Develop and validate hypotheses through A/B testing
• Interface with content curation and service flow teams
• Act as a guardian of the customer-centric vision

Analista CX/CS Pleno