UNICRED

Senior CX Analyst, VoC focus

UNICRED

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Senior

Tech Stack

Tableau

About the role

  • Lead and advance Unicred’s Member Voice (VoC) program;
  • Design and manage experience research initiatives such as Lab Unicred and the Members' Forum;
  • Ensure governance and continuous improvement of experience metrics and CX culture;
  • Identify satisfaction drivers and detractors;
  • Guide product and technology development teams to prioritize members' needs;
  • Administer and evolve the Qualtrics platform;
  • Create VoC and other CX dashboards;
  • Structure data and surveys in Qualtrics;
  • Build dashboards and executive reports;
  • Produce analyses and strategic recommendations for leadership;
  • Maintain visibility of top member pain points and track initiatives that address them;
  • Facilitate experience forums with Unicred leadership;
  • Present insights to executive committees;
  • Support the promotion of a member-centric culture across the Unicred system;
  • Conceptualize and organize the CX Day event.

Requirements

  • Analytical, structured, and data-oriented profile;
  • Strong ability to influence without formal authority;
  • Systemic thinking about journeys and experience;
  • Executive communication and data-driven storytelling;
  • Proactive, “builder” mindset, able to establish processes from scratch;
  • Autonomy and strong sense of ownership;
  • Proven experience in Customer Experience (CX) or Customer Insights;
  • Hands-on experience with Voice of the Customer (VoC) programs;
  • Familiarity with NPS, CSAT and other experience metrics;
  • Experience with Qualtrics or similar survey platforms;
  • Experience creating dashboards and performing data analyses;
  • Experience in journey management and experience improvement;
  • Experience in the financial sector or cooperativism (preferred);
  • Knowledge of Power BI / Tableau / Looker (preferred);
  • Experience managing corporate VoC programs (preferred);
  • Experience in customer culture transformation projects (preferred).
Benefits
  • Meal and grocery allowance: assistance for purchasing meals and groceries
  • Home office / hybrid allowance: monthly stipend for remote or hybrid work
  • Childcare / babysitter reimbursement: monthly reimbursement for daycare, nursery school or babysitter expenses
  • Mobility allowance: contribution toward transportation expenses
  • Profit Participation (PPR): strategic compensation tied to Unicred’s results
  • Group life insurance: financial protection and support
  • Private pension plan: support for long-term planning with company co-contribution
  • Health insurance: medical and hospital coverage for you and your dependents
  • Dental care: dental coverage for you and your dependents
  • English Pass: digital English learning platform for personal and professional development
  • Wellhub (Gympass): access to gyms and studios nationwide
  • Zenklub: platform providing psychologists and self-development content for you and your dependents
  • Holiday hamper: provided so you can organize a special moment
  • Day off on your birthday: one day off during your birthday month
  • Day off on your children's birthdays: one day off during the month of your children's birthdays
  • Maternity leave: 180 days (six months)
  • Paternity leave: 20 days
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Experience (CX)Voice of the Customer (VoC)NPSCSATdata analysisdashboard creationjourney managementexperience improvementQualtricsPower BI
Soft Skills
analyticalinfluence without authoritysystemic thinkingexecutive communicationdata-driven storytellingproactiveownershipbuilder mindsetautonomyleadership