Customer Experience Analyst – Mid-level
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Job Description
Analista de Customer Experience Pleno at Conquer Business School focusing on enhancing student experience and communication. Involve in data analysis and continuous improvement of service delivery.
Responsibilities:
- Map the student journey and develop strategies to ensure a positive and memorable experience at every stage of the relationship with the product.
- Create communication cadences tailored to each stage of the student journey, with strong command of copywriting and storytelling techniques.
- Communicate with students via WhatsApp and email.
- Monitor metrics such as satisfaction, class attendance, and repurchase, using tools like satisfaction surveys, NPS (Net Promoter Score), and data analysis.
- Proactively seek solutions to prevent student dissatisfaction and ensure their satisfaction.
- Propose and implement solutions to optimize the customer journey and increase LTV (lifetime value), including improvements to products, services, support, and communications.
- Drive student delight by planning and executing initiatives in collaboration with other departments across the company.
- Conduct research, analyze data, and engage with students to understand their expectations and needs.
- Act as a bridge between students and internal teams such as Product, Marketing, and Sales, collecting feedback and recommending improvements.
Requirements:
- Previous experience in customer service, customer experience, and/or customer success;
- Practical knowledge of copywriting and storytelling techniques;
- Hands-on experience with InfoBip, SendFlow, and ActiveCampaign;
- Experience in the education sector is a plus.
Benefits:
- Meal or food allowance
- Health insurance (with co-payment and dependent coverage)
- Dental plan
- Life insurance
- Day off during your birthday month
- Gympass
- Telemedicine
- Pharmacy benefits (ECX card)
- Sesc benefits (partnership)
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