Customer Experience Analyst, CX
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Job Description
Customer Experience Analyst at MED Review ensuring positive client journeys and satisfaction through analysis and strategic improvements. Collaborating with teams to enhance customer engagement and retention.
Responsibilities:
- Monitor the customer journey, identifying areas for improvement and opportunities to enhance the experience.
- Analyze feedback, satisfaction surveys, complaints, and customer requests, proposing corrective and preventive actions.
- Serve as a technical reference for managing and resolving complex customer experience cases.
- Ensure the quality and consistency of customer interactions, aligned with MED Review's values and culture.
- Identify trends and opportunities to increase satisfaction, engagement, and retention.
- Support the standardization and optimization of support flows and internal CX processes.
- Develop and analyze strategic customer experience metrics and reports.
- Monitor metrics such as NPS, CSAT, CES, and other satisfaction and loyalty indicators.
- Propose continuous improvements to drive operational efficiency and the quality of the customer journey.
- Participate in the implementation and evolution of tools, automations, and initiatives focused on CX.
- Coach and guide Mid-level and Junior Analysts, Assistants, and Interns on best practices and processes.
- Share technical and operational knowledge through training and mentoring.
- Support coordination and leadership with analyses, recommendations, and strategic insights.
- Contribute to the creation of support materials, documentation, and internal guides.
- Collaborate with Product, Marketing, Support, Academic, and other teams involved in the customer journey.
- Participate in multidisciplinary projects focused on experience, engagement, and retention.
- Facilitate communication between teams to ensure alignment and execution of initiatives.
- Ensure that improvements and processes are connected to the company's strategic objectives.
Requirements:
- Experience in Customer Experience (CX), Customer Success (CS), or related areas.
- Experience in digital product companies, online platforms, or the education market.
- Experience with customer satisfaction, engagement, and retention metrics.
- Experience in data analysis, building KPIs, and continuous process improvement.
- Bachelor's degree in Business Administration, Communications, Psychology, Marketing, or related fields.
Benefits:
- Health insurance
- Dental insurance
- Education assistance
- Childcare assistance
- Food allowance
- Meal voucher
- Bonus
- Total Pass
- Education partnership - FIAP and USP
- Agreement with SESC
- Day off
- Life insurance
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