Senior Customer Experience Analyst

November 13

Apply Now

Receive Emails with Similar Jobs

Bernhoeft

WebsiteLinkedInAll Job Openings

B2B • Consulting • Finance

Bernhoeft is a consulting firm that has been focusing on providing innovative solutions in Tax Consulting, Third-Party Management, BPO, and Judicial Calculations for over 27 years. They serve both national and international companies, leveraging a proprietary methodology and advanced software to enhance accuracy and accelerate results. With a strong team of specialists across Brazil, Bernhoeft builds long-lasting relationships and offers a comprehensive suite of services including financial and tax outsourcing, judicial calculations, and audits.

501 - 1000 employees

Founded 1996

🤝 B2B

💸 Finance

📋 Description

• Map, standardize and optimize the customer journey across all touchpoints (onboarding, support, follow-up, renewal) • Create, review and implement relationship playbooks and communication cadences • Analyze and update customer data (HubSpot and HubService) and generate strategic insights for internal teams • Analyze experience data (NPS, CSAT, CES, churn, feedback) and convert it into action plans • Lead Voice of the Customer forums and present strategic insights to leadership • Coordinate the execution of journey improvement projects alongside CX (Mid-level), CSOps and Automation • Identify customers at risk of churn and propose mitigation actions • Support the development of predictive Healthscore models and customer segmentation • Lead continuous improvement projects for the customer experience • Lead integration initiatives between CX, Customer Success (CS), Product and Marketing to drive unified engagement • Develop strategic reports and advanced dashboards for leadership presentations • Participate in strategic decision committees focused on customer experience • Evaluate new tools, technologies and processes that can optimize the customer journey • Act as a mentor and technical reference for Mid-level and Junior analysts

🎯 Requirements

• Undergraduate degree in progress or completed in Business Administration or related fields • Previous experience in Customer Experience (CX) • Advanced Excel and BI tools (Power BI, Tableau, Looker) • Strong knowledge of CRM and customer data management • Experience analyzing customer experience metrics and engagement KPIs • Experience in process automation and data integration • Familiarity with predictive modeling and automated Healthscore systems

🏖️ Benefits

• Swile benefits card for food and meals • Health insurance (extendable to legal dependents) • Dental plan • Life insurance • Discounts on gyms and fitness activities through Wellhub • Access to the Moodar platform for online psychotherapy • Birthday day off • Transportation allowance via Swile Mobility • Home-office allowance • Training programs and career development framework