Senior Customer Experience Analyst

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Experience Analyst in Brazil.

Join a fast-growing digital environment where customer experience is at the center of product and business decisions. In this role, you will transform customer feedback and behavioral insights into meaningful improvements across digital journeys, helping shape experiences that impact millions of users. You will work closely with product, engineering, operations, and support teams to identify friction points, prioritize initiatives, and drive measurable outcomes. Combining analytical rigor with strategic thinking, you will lead end-to-end experience improvement projects and influence decision-making across multiple stakeholders. This position offers a unique opportunity to bridge customer needs with business objectives while contributing to continuous innovation and operational excellence. If you are passionate about solving complex problems through data, collaboration, and customer-centric thinking, this role offers significant impact and visibility.

• Analyze Voice of Customer data from surveys, customer interactions, support channels, research findings, and behavioral metrics to identify improvement opportunities.
• Conduct quantitative and qualitative discovery activities to uncover customer pain points, journey friction, and root causes of recurring issues.
• Transform customer insights into structured, prioritized initiatives with clear action plans, ownership, and measurable outcomes.
• Lead end-to-end customer experience improvement projects, coordinating cross-functional teams through execution and validation.
• Act as the owner of assigned customer journeys, continuously monitoring KPIs and driving iterative improvements.
• Participate actively in squad ceremonies, representing the customer perspective and influencing product decisions.
• Support backlog prioritization by providing data-driven recommendations based on customer and business impact.
• Monitor experience, operational, and business metrics, ensuring implemented solutions deliver expected results.
• Identify risks, dependencies, and cross-functional impacts while facilitating alignment among stakeholders.
• Promote continuous improvement by sharing learnings, improving frameworks, and enhancing customer experience governance.

Requirements:

• Experience in Customer Experience, Journey Management, Product Operations, Continuous Improvement, or related fields.
• Proven experience leading cross-functional initiatives and collaborating within agile squad environments.
• Ability to translate Voice of Customer insights into actionable plans and scalable improvement initiatives.
• Practical SQL knowledge, including joins, aggregations, filtering, and basic calculations.
• Experience using BI and data visualization tools such as Tableau, Qlik Sense, or similar platforms.
• Strong understanding of customer experience metrics, including NPS, CSAT, CES, and operational performance indicators.
• Experience working across multiple service channels, including digital journeys, customer support, self-service, and automated interactions.
• Strong analytical and problem-solving skills with the ability to work effectively with both quantitative and qualitative data.
• Excellent stakeholder management, negotiation, and influencing capabilities.
• Strong written and verbal communication skills with the ability to present findings to leadership audiences.
• Systems thinking mindset with a focus on customer outcomes and business impact.
• Familiarity with agile methodologies, digital products, and customer-centric product development practices.
• Experience in financial services, payments, lending, fraud prevention, open finance, or related industries is a strong advantage.

Benefits:

• Competitive salary aligned with market standards.
• Fully remote work environment with flexibility to work from anywhere in Brazil.
• Monthly home office allowance.
• Comprehensive health and dental insurance with no co-payment.
• Life insurance coverage.
• Flexible meal allowance.
• Access to wellness and fitness programs through TotalPass.
• Opportunity to work in a high-growth, technology-driven environment.
• Inclusive and diverse culture that values collaboration, innovation, and autonomy.