Digital Experience Analyst

Há 4 dias

Guararema, Brasil Mars Tempo inteiro

Job Description The Customer Experience (CX) team within IT is responsible for ensuring that technology services deliver seamless, efficient, and positive experiences for associates and end users. The team gathers feedback through surveys and analytics (XLA, CES, CSAT), identifies pain points across IT touchpoints such as service desks, applications, and hardware, and drives initiatives to improve satisfaction, usability, and adoption. By combining user insights with operational data, the CX team aligns IT outcomes with business value and employee productivity. Responsibilities Serve as a secondary point of contact for incident management on key digital platforms (HappySignals, Marta, IT Portal), ensuring SLAs are met through timely escalation and coordination. Maintain and govern data quality within HappySignals and ServiceNow to ensure accurate experience metrics (XLAs). Monitor and analyze user feedback via surveys, focus groups, and escalations to assess satisfaction and identify trends. Translate customer insights into actionable recommendations for service reviews and continuous improvement initiatives. Partner with internal and third-party Digital teams to close experience gaps - proposing new demands or process enhancements. Support change adoption by guiding business users through new features or platform refreshes with clear communication and training. Promote customer‑centric behaviors across technology teams through collaboration and influence. Qualifications ITSM certification (ITIL) - preferred. Training in Design Thinking or User Experience - preferred. Good understanding of the functional area gained through formal education or a good amount of practice (ex: service desk or customer care centres). Data analysis skills using Power BI or similar tools (Databricks experience is a plus). Foundational understanding of IT systems and support processes. Excellent verbal and written communication skills in English. Benefits Work with diverse and talented Associates, all guided by the Five Principles. Join a purpose driven company, where we’re striving to build the world we want tomorrow, today. Best‑in‑class learning and development support from day one, including access to our in‑house Mars University. An industry competitive salary and benefits package, including company bonus. #J-18808-Ljbffr

  • Digital Experience Analyst

    2 semanas atrás

    Guararema, Brasil Mars Tempo inteiro

    Join to apply for the Digital Experience Analyst role at Mars . Job Description The Customer Experience (CX) team within IT is responsible for ensuring that technology services deliver seamless, efficient, and positive experiences for associates and end users. The team gathers feedback through surveys and analytics (e.g., XLA, CES, CSAT), identifies pain...

  • Digital Experience Analyst

    1 semana atrás

    Guararema, Brasil Mars Tempo inteiro

    JOB DESCRIPTION Job Description: The Customer Experience (CX) team within IT is responsible for ensuring that technology services deliver seamless, efficient, and positive experiences for associates and end users. The team gathers feedback through surveys and analytics (., XLA, CES, CSAT), identifies pain points across IT touchpoints such as service desks,...

  • Digital Experience Analyst

    Há 2 dias

    Guararema, Brasil Mars Tempo inteiro R$5.000 - R$15.000 por ano

    Job DescriptionThe Customer Experience (CX) team within IT is responsible for ensuring that technology services deliver seamless, efficient, and positive experiences for associates and end users. The team gathers feedback through surveys and analytics (e.g., XLA, CES, CSAT), identifies pain points across IT touchpoints such as service desks, applications,...

  • Digital Experience Analyst

    Há 2 dias

    BRA-Sao Paulo-Guararema, Brasil Mars Tempo inteiro R$60.000 - R$120.000 por ano

    Job Description:The Customer Experience (CX) team within IT is responsible for ensuring that technology services deliver seamless, efficient, and positive experiences for associates and end users. The team gathers feedback through surveys and analytics (e.g., XLA, CES, CSAT), identifies pain points across IT touchpoints such as service desks, applications,...

  • Product Senior Analyst

    Há 7 dias

    Guararema, Brasil Mars Tempo inteiro

    Product Senior Analyst (Applications Owner) Product Senior Analyst (Applications Owner) is responsible for Royal Canin ERP support in the Americas region. This role will always search for better and quicker delivery value back to our customers. This role will be part of the Global Applications Service Delivery team based in various hub sites. What are we...

  • Identity Security Senior Analyst

    Há 7 dias

    Guararema, Brasil MARS Tempo inteiro

    **Identity Security Senior Analyst - Mars Global Services - Guararema, Brazil** This role plays a key role in supporting and delivering the enterprise strategy for identity management. Identity is a critical Information Security function to the organization and must continue to evolve to support the adoption of enabling technologies like Cloud Hosted Data...

  • Service Sr Analyst

    Há 5 dias

    Guararema, Brasil MARS Tempo inteiro

    **Product Senior Analyst - Mars Global Services - Guararema, SP** The Product senior Analyst provides functional and technical expertise on the Finance SaaS and Automation as in charge of design, development, deployment, further evolution and support of Global Applications products to business users, including ITIL Service Delivery process, Deliver...

  • Product Senior Analyst

    Há 7 dias

    Guararema, Brasil Mars Tempo inteiro

    Product Senior Analyst (Applications Owner)Product Senior Analyst (Applications Owner) is responsible for Royal Canin ERP support in the Americas region. This role will always search for better and quicker delivery value back to our customers. This role will be part of the Global Applications Service Delivery team based in various hub sites. What are we...

  • Product Senior Analyst

    2 semanas atrás

    Guararema, Brasil Mars Tempo inteiro R$60.000 - R$120.000 por ano

    Job Description:Product Senior Analyst (Applications Owner) is responsible Royal Canin ERP support in the Americas region. This role will always search for better and quicker delivery value back to our customers. This role will be part of the Global Applications Service Delivery team based in various hub sites.What are we looking for?Proven Service...

  • SAP Cloud Security Senior Analyst

    Há 5 dias

    Guararema, Brasil Mars Tempo inteiro US$117.000 - US$161.985 por ano

    Job DescriptionIn addition to the new S/4HANA systems, the Enterprise Digital Core program introduces new cloud systems and technologies for Mars – e.g., SAP BTP, Cloud ALM, SAP Identity Authentication Services (IAS). Reporting to the SAP Security Senior Manager, the SAP Cloud Security Senior Analyst will assist in the definition and execution of the...