CX Insights and Platform Analyst

🕒 Ontem

🇨🇷 Costa Rica – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🧐 Analista

👻 Score fantasma 10%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Experian

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1996

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

A Experian libera o poder dos dados para criar oportunidades para consumidores, empresas e a sociedade.

Descrição

• Combine VOC, survey, conversational and operational data to create a richer view of the client experience • Analyse quantitative and qualitative data to identify themes, drivers, root causes, risks and opportunities • Link CX signals with operational and business measures to show experience and business impact • Build and maintain role-based Medallia reports, dashboards, alerts and insight views • Turn stakeholder questions into focused analysis and clear, actionable recommendations • Monitor survey performance, response rates and data quality, and recommend improvements • Partner with CX, Sales, Service, Operations, Product and other teams on insight-led use cases • Build, configure, test, deploy and maintain Medallia surveys and reporting • Administer Medallia access, configurations, reporting, alerts and routine data feeds • Maintain data integrity, platform standards, documentation and CX data governance • Work with data, technology and vendor teams to resolve integration, platform and reporting issues • Act as a Medallia / CX platform SME, providing user guidance, training and support • Enable and optimise Medallia GenAI, text analytics, conversational intelligence and emerging capabilities • Develop AI and automation use cases that improve the speed, consistency and scale of CX insight and operations • Test new capabilities, assess value and limitations, and turn successful use cases into repeatable processes • Measure AI and automation quality, efficiency, adoption and business value, and recommend improvements • Support responsible implementation of AI-enabled CX solutions in line with governance and controls • Track CX technology, GenAI and automation developments and recommend relevant opportunities

🎯 Requisitos

• Hands-on experience administering Medallia or another enterprise CX / VOC platform • 3+ years of experience combining customer feedback with conversational, operational and other data to generate insight • Proven ability to create role-based dashboards, reports, analysis and stakeholder-ready presentations • Strong quantitative and qualitative analysis skills, including verbatim analysis and root-cause identification • Working knowledge of CX measurement, survey design, feedback operations and data-quality principles • Experience with Medallia reporting • Exposure to GenAI, text analytics, conversational intelligence or automation is desirable • Ability to turn AI and automation opportunities into practical, scalable CX use cases • Strong analytical, critical-thinking and problem-solving skills, with clear business recommendations • Comfortable with structured data and data manipulation • SQL or similar querying skills are beneficial • Comfortable with BI and reporting tools such as Tableau, Power BI, Excel, Salesforce or similar • Advanced written, verbal and presentation skills for technical and non-technical audiences

🏖️ Benefícios

• Medical, life and dental insurance • Asociacion Solidarista • International Share Save Plan • Flex Work/Work from home • Paid time off • Annual Performance Bonus • Education Reimbursement • Family Bonding • Bereavement Leave • Referral Program