Ux & Top Value Users Specialist

2 semanas atrás

São Paulo SP, Brasil Keeta Tempo inteiro

About the Position

We are looking for a strategic and user-centric professional to lead our UX & Top Value Users initiatives. This role focuses on designing and delivering differentiated experiences for our highest-value customers, ensuring they receive premium treatment, flawless service levels, and long-term loyalty benefits. You will work cross-functionally with Operations, Compensations, and Restaurant teams to align service delivery, while also identifying and addressing UX improvements that elevate the overall user journey for all segments.

Responsibilities

  • Define criteria for identifying Top Value Users (e.G., GMV, frequency, LTV) and continuously refine segmentation.
  • Design and implement differentiated service levels for top cohorts (priority support, faster delivery times, premium compensations).
  • Partner with Operations and Restaurant teams to guarantee SLA adherence and premium experience delivery.
  • Develop and launch “surprise & delight” initiatives and exclusive benefits to retain and grow loyalty among top users.
  • Conduct UX research and analysis to identify friction points and propose solutions that improve the overall experience.
  • Collaborate with Product and Design teams to prioritize UX enhancements and premium journey flows.
  • Build dashboards and reporting systems to monitor satisfaction, retention, and GMV contribution of top user cohorts.
  • Serve as the internal advocate for top-value users, ensuring their needs are represented in cross-team strategies.

Requirements

  • Bachelor’s degree or above in business, design, engineering, or related fields.
  • Robust experience in user operations, CX, CRM, or growth, preferably with exposure to premium or segmented service strategies.
  • Strong knowledge of UX principles, customer journey design, and service-level differentiation.
  • Analytical skills with proficiency in SQL, Python, or other tools to analyze user data and monitor KPIs.
  • Proven ability to collaborate across multiple teams (Ops, Product, Design, Growth, Restaurants).
  • Experience in e-commerce, O2O, food delivery, or customer experience roles preferred.
  • Strong project management and stakeholder management skills.
  • User-first mindset with creativity and execution excellence to balance business value with user delight.

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