Customer Experience Analyst
4 semanas atrás
About the Role
We are seeking a skilled Customer Experience Analyst to join our team at SumUp. As a key member of our operations team, you will be responsible for investigating broken experiences, bringing insights about them, designing optimized processes and solutions, and ensuring stakeholders are aligned to escalate recommendations and support the delivery of the best customer experience in Brazil.
Key Responsibilities
- Generate insights from different aspects of the area, focusing on customer experience and product launches
- Improve visibility and foster connections within SumUp by sharing insights, data, and the impact of identified broken experiences, ensuring the scalability of their solutions
- Project follow-ups and measurement of their deliveries (PMO)
- Build thorough KPIs to measure journey interactions and its improvements
- Implement Artificial Intelligence to gather valuable feedbacks from our customers and optimize analysis
- Participate in OKR discussions and design for BR Operations and BR Customer Experience
Requirements
- Excellent problem-solving and analytical skills
- Advanced English language skills and ability to communicate effectively with global teams
- Advanced skills in data visualization (using Tableau or Power BI, for example)
- Knowledge of analytical modeling
- Intermediate Excel skills
- Basic SQL skills
- Customer Experience knowledge is a plus
Why SumUp?
- We're a truly global team of + people from 60+ countries
- You'll have the opportunity to make an impact as we work in flat hierarchies
- You'll receive a budget for your individual development, attending conferences, and external training
- You can truly create your own path here and help us shape the future for small merchants
- SulAmérica health insurance plan, Caju benefit (multiple possibilities: meals, culture, health), partnership for mental health activities with Zenklub, optional dental assistance, private pension plan, Gympass, life insurance and more
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