Analista CX/CS Pleno
Saúde PASA
full-time
Posted on:
Location Type: Hybrid
Location: Rio de Janeiro • Brazil
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About the role
- 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
Requirements
- Bachelor's degree in Business Administration, Marketing, Industrial Engineering, Information Systems, or related fields
- Postgraduate degrees/MBAs in CX, CS, Project Management, or Analytics are a plus
- Proven experience in Customer Success and/or Customer Experience
- Conducting surveys (NPS/CSAT/CES)
- Journey mapping
- Process analysis
- Executive presentations to management committees
- Experience in agile environments (Scrum/Kanban)
- Continuous improvement (PDCA, Lean, Kaizen, DMAIC)
- Experience integrating data from multiple channels (support, product, marketing)
- Building dashboards in Power BI
- Previous experience in the healthcare sector or large customer-base services is a plus
- Knowledge of automation tools (e.g., Power Automate) and knowledge base management
Benefits
- Meal Voucher
- Food Voucher
- Health Insurance
- Dental Insurance
- Group Life Insurance
- Pharmacy assistance
- Vaccinations
- Online Psychology and Psychiatry
- Telemedicine
- Private Pension Plan
- Education Assistance
- Childcare Assistance
- Funeral Assistance
- Year-end Bonus
- Association with PASA
- Maternity Benefit
- Paternity Benefit
- Sesc
- Wellhub
- Performance Bonus Program (PGD)
- Sicoob Coopvale
- Birthday Day Off
- Transportation Voucher
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer journey mappingNPSCSATCESprocess analysisA/B testingagile methodologiescontinuous improvementdata integrationdashboard building
Soft Skills
customer-centric visionexecutive presentationsfacilitationanalytical thinkingproblem-solvingcommunicationcollaborationorganizational skillsstrategic planninghypothesis validation
Certifications
Bachelor's degreePostgraduate degreeMBA in CXMBA in CSProject Management certificationAnalytics certification