Senior Customer Relationship and Market Analyst

UBEC - União Brasiliense de Educação e Cultura

Analista Sênior liderando CX, CS e inteligência de mercado no Grupo UBEC. Transformando dados de relacionamento em estratégias para melhorar satisfação, retenção e experiência educacional.

Posted 8/21/2026full-timeBrasília • 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Experience (CX) and Customer Success (CS) initiatives, with a strong focus on data analysis, customer journey management, and strategic decision-making. Proficient in utilizing CRM strategies and tools to enhance customer satisfaction and loyalty.

Highest-signal resume keywords

Customer Journey ManagementData AnalysisCRM StrategiesAdvanced ResearchBrand Positioning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ModelingExperience MetricsNPSChurn RateLifetime ValueEngagement RateUsability ResearchQuantitative ResearchQualitative ResearchCustomer Experience Optimization

Soft Skills

CollaborationLeadershipCommunicationAdvisory SkillsTraining

Tools & Technologies

Power BISalesforceTableauSQLBusiness Intelligence (BI)

Industry Keywords

Customer ExperienceCustomer SuccessMarket IntelligenceConsumer BehaviorAudience Insights

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Provide technical leadership for strategic Customer Experience (CX) and Customer Success (CS) initiatives
Structure initiatives and track the audience journey across different touchpoints, ensuring value delivery, satisfaction, and loyalty
Define and monitor experience and success metrics, including NPS, churn, lifetime value, time to adoption, and engagement rate
Conduct advanced quantitative and qualitative research on experience, usability, perceived value, and institutional image
Map and optimize the customer journey, proposing solutions to eliminate friction and enhance the customer experience
Advise strategic areas and senior management on data-driven decisions
Coordinate loyalty, onboarding, retention, and reactivation programs
Integrate Product, Marketing, Customer Service, IT, and Communications to ensure consistent, customer-centric experiences
Participate in defining active-listening policies, complaint management practices, and brand positioning
Lead the dissemination of a customer experience culture through training, workshops, and alignment sessions
Represent the department on strategic committees and institutional forums focused on audience insights, reputation, innovation, and market intelligence
Provide technical guidance and supervision for complex customer relationship and experience projects
Support management in the development and oversight of less-experienced professionals
Perform other activities compatible with the role and the operational needs of the Marketing department

Requirements

What you’ll need

Bachelor’s degree in Communications, Business Administration, Marketing, Economics, Statistics, or a related field
Postgraduate degree or specialization in market intelligence, data analysis, consumer behavior, or a related field is desirable
Proficiency in CRM strategies, data analysis, BI, customer journey management, and brand positioning
Experience conducting advanced research, data modeling, and translating insights into strategic actions
Knowledge of tools such as Power BI, Salesforce, Tableau, SQL, or similar platforms
Ability to engage and collaborate with leaders and strategic departments
For internal employees: meet the requirements of the new position; have been with the organization and in the current position for at least 6 months since the last promotion; have a performance review rating of “meets expectations”; complete the courses in the UniUBEC learning pathway; keep the Individual Development Plan (IDP) up to date; have no disciplinary actions or absences in the past 12 months; and pass the promotion assessments

Benefits

Comp & perks

Career and Compensation Plan (PCCS) to support your professional growth
Food or meal allowance
Free parking
Medical and dental insurance
Oasis Program: psychological support and much more
Life insurance
Tuition assistance: 75% at Universidade Católica or 50% at Colégio Católica
Extended maternity and paternity leave
SESC partnership benefits
Day off to recharge