Sicredi

NPS Experience Research Analyst

Sicredi

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • Brazil

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About the role

  • Conduct feedback cycles and present insights to management forums and business areas within the Cooperatives
  • Contribute to the development of improvement initiatives
  • Support the translation of pain points identified in NPS, helping to communicate findings among internal users (CAS and Cooperatives) and monitor the NPS research team's metrics
  • Facilitate NPS trainings and workshops with various management and business teams
  • Support change management activities related to NPS
  • Develop and execute change management strategies for the topic
  • Lead and support communications related to NPS with the cooperatives' guardians
  • Lead implementation of the "Experience Guardians" program actions
  • Support management in running team ceremonies and organizing tasks
  • Assist in addressing cooperatives' requests related to the topic
  • Support the improvement core in escalating Inner and Outer Loop topics
  • Facilitate NPS trainings and workshops with various management and business teams
  • Develop and support the creation of insights from experience data and prepare executive research and project reports for organization stakeholders
  • Perform data analysis and diagnostics on customer experience based on research inputs, correlate these data with company objectives, and identify unmet pain points and needs
  • Prepare presentations and synthesize root cause analyses and improvement proposals in a structured manner

Requirements

  • Bachelor's degree completed - Fields of study: Business Administration; Marketing; Statistics; Data Analysis; Engineering; Economics
  • Strong communication skills, able to present results and recommendations clearly and effectively to diverse audiences
  • Empathy and customer orientation: Ability to anticipate and understand customer needs and propose proactive solutions
  • Manage medium-complexity projects independently, coordinating teams and resources to achieve objectives
  • Proficiency with research and analytics tools, capable of configuring and conducting surveys independently
Benefits
  • Fixed 14th and 15th salaries
  • Profit-sharing / results participation (based on seniority)
  • Health and dental plans with no co-payment
  • Wellness programs via Wellhub (formerly Gympass): nutrition, psychology, occupational health, massage, running groups and local gym
  • Meal and food allowance (VA/VR) with flexible allocation between cards and no co-payment
  • Extended maternity and paternity leave
  • Childcare or nanny allowance for children up to 6 years and 11 months
  • Support allowance for children with disabilities, no age limit
  • Life insurance
  • Private pension plan up to 8% of salary
  • Training platform – Sicredi Aprende, offering a range of courses
  • 40-hour workweek – using a time bank system (Banco de Horas)
  • Telework allowance (except for positions that are 100% on-site)
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysiscustomer experiencechange managementproject managementroot cause analysissurvey configurationmetrics monitoringinsight developmentimprovement initiativesNPS (Net Promoter Score)
Soft Skills
communicationempathycustomer orientationpresentation skillsteam coordinationproblem-solvingstakeholder engagementfacilitationindependent managementorganizational skills