Senior Journey Analyst
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Job Description
Analista de Jornada Sênior working remotely, optimizing customer experiences and ensuring client satisfaction at Aurum, a legal tech company.
Responsibilities:
- Monitor and evaluate key performance indicators (KPIs) related to customer experience, such as satisfaction, loyalty, retention and NPS (Net Promoter Score).
- Map, analyze, diagnose and continuously update the end-to-end customer journey, with a surgical focus on critical moments: First Use (first value), Onboarding, retention and habit formation.
- Develop and implement strategies to improve customer communication and engagement throughout their journey.
- Propose and deliver training/presentations for the customer service team to improve service skills and the ability to provide an exceptional experience.
- Monitor market trends and best practices in customer experience for legaltechs and continuously implement innovations/improvements to our customer journey.
- Prepare management reports and dashboards on customer experience, providing actionable insights and strategic recommendations to the Executive Board.
- Propose and implement customer loyalty and retention programs.
- Act as the technical and strategic bridge between the customer and internal areas, translating mapped pains and behaviors (Voice of the Customer - VOC) into detailed action plans and clear guidance for Product (usability), CS Marketing (education and communication) and CS (support) teams.
- Interview internal and external customers about interaction flows during the journey.
- Diagram customer journeys and constantly review the support/service flow to propose actions focused on retention.
Requirements:
- At least 4 years of experience in Customer Experience, CS Ops or CX Intelligence, preferably in the technology (SaaS) market.
- Experience mapping, proposing and structuring customer journeys.
- Technical proficiency extracting and analyzing data from BI, analytics tools or CRMs, cross-referencing customer behavioral data across the journey with business metrics.
- Technical knowledge of CX and SaaS indicators (NPS, CSAT, CES, Churn Rate, LTV, Retention, Time-to-Value, etc.).
- Excellent communication skills to engage, influence and ensure the delivery of projects with other teams (Product, Engineering, Marketing).
- Nice to have:
- Experience with Intercom, Notion, Figma or Miro.
- Experience building processes from scratch, prioritizing high-impact requests and making strategic decisions autonomously.
- Knowledge in creating dashboards.
Benefits:
- Meal/Food Allowance: R$ 1,300 monthly on a flexible card, non-deducted from payroll.
- Home Office Allowance: R$ 135 monthly, non-deducted from payroll.
- Health Plan: Bradesco (national).
- Dental Plan: SulAmérica.
- Life Insurance.
- Extended parental leave: we participate in the Empresa Cidadã Program and offer leaves that support diverse family formats — including adoption, same-sex couples and single-parent families.
- Childcare Assistance: for children up to 5 years old.
- Gympass/Wellhub: wellness platform focused on physical activity and holistic health. Provides access to thousands of gyms, studios, live classes and wellness apps for a single monthly fee.
- Conexa Saúde: digital health platform with a range of specialties. Team members have access to 2 free psychological consultations and 2 free nutritional consultations per month.
- Guapeco: pet health plan with easy enrollment, nationwide coverage and reimbursements up to 100%.
- Language school partnerships: discounted programs for English and Spanish with OpenEnglish, Fluentia and Instituto Cervantes, available online and in-person.
- Profit Sharing (PLR): if the team meets the annual target, everyone (really!) receives profit sharing.
- Relax Week: we do not work on business days between Christmas and New Year’s to rest and enjoy the end of year as each person prefers.
- Workstation Allowance: in addition to providing a laptop, to help set up a comfortable home workspace we provide an allowance of R$ 2,400.
- Birthday Day Off: in your birthday month you get one full day off to rest and enjoy.
- Work at a Great Place to Work©: we are one of the best companies to work for in Latin America and Brazil.
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