Ux & Top Value Users Specialist

Há 3 dias

Belo Horizonte, 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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