Map customer journeys to identify key pain points and friction, leading the development of continuous improvement action plans for processes with medium impact/complexity on the customer experience.
Diagnose recurring themes from Voice of Customer (VoC) feedback, supporting the redesign of journeys, processes and experiences.
Evaluate internal processes that affect the customer experience at Contact Centers and physical branches, identifying improvement opportunities and engaging partner areas.
Monitor NPS results and other CX metrics, analyzing feedback and highlighting trends, risks and opportunities.
Interface with internal teams such as Technology, Marketing, Customer Segments, Customer Service and Operations, ensuring alignment in CX initiative execution and prioritization in the technology roadmap.
Support the development of research scripts and conduct customer interviews (qualitative and quantitative), by phone, online or in person.
Prepare management reports and presentations to track results and CX initiatives.
Execute and monitor Customer Experience projects from diagnosis to implementation and initial measurement of results, under the guidance of area leadership.
Ensure compliance with internal policies, legal requirements, confidentiality of information and adherence to the company’s Code of Ethics and Values.

Bachelor’s degree in Administration, Engineering, Communications, Marketing or related fields.
Intermediate-level Excel (minimum) to manipulate data for diagnostics, action plan creation and monitoring KPIs/OKRs.
Intermediate PowerPoint skills, with the ability to create clear presentations.
Experience in process improvement within customer service, operations or related areas.
Experience in project management initiatives, including process mapping, monitoring indicators and building action plans.
Analytical and process-oriented mindset, able to connect data to insights and actions that deliver concrete results.
Strong written communication skills, including the ability to draft texts and communications for customers and colleagues.
Prior experience in CX, Customer Service or Customer Success (CS) is desirable.
Experience with projects or initiatives to improve the customer experience.
Practical knowledge of CX tools and methods, such as customer journey mapping, personas, empathy maps, root-cause identification for friction and experience design.
Knowledge of the car rental, mobility or services sector.

Customer Experience Analyst (Mid-level)

Key skills