Senior CX Analyst, VoC focus
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Job Description
Senior Analyst of Customer Experience leading Voice of Customer strategy at Unicred across various teams and initiatives. Focus on actionable insights for customer journey improvements.
Responsibilities:
- 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
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