Senior Journey Analyst

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Aurum Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1993

☁️ SaaS

Software • Legal • SaaS

Aurum Software is a company specializing in legal software solutions. They offer products like Astrea for small and medium law firms and Themis for large law firms and legal departments. Their software aims to automate legal processes, improve management efficiency, and integrate various aspects of legal work, enabling lawyers to focus on delivering outstanding results. With over 100,000 clients, Aurum Software has been recognized for its innovative and user-friendly solutions in the legal technology market.

📋 Description

• Monitor and evaluate key performance indicators (KPIs) related to customer experience, such as satisfaction, loyalty, retention and NPS (Net Promoter Score). • Map, analyze, diagnose and continuously update the end-to-end customer journey, with a surgical focus on critical moments: First Use (first value), Onboarding, retention and habit formation. • Develop and implement strategies to improve customer communication and engagement throughout their journey. • Propose and deliver training/presentations for the customer service team to improve service skills and the ability to provide an exceptional experience. • Monitor market trends and best practices in customer experience for legaltechs and continuously implement innovations/improvements to our customer journey. • Prepare management reports and dashboards on customer experience, providing actionable insights and strategic recommendations to the Executive Board. • Propose and implement customer loyalty and retention programs. • Act as the technical and strategic bridge between the customer and internal areas, translating mapped pains and behaviors (Voice of the Customer - VOC) into detailed action plans and clear guidance for Product (usability), CS Marketing (education and communication) and CS (support) teams. • Interview internal and external customers about interaction flows during the journey. • Diagram customer journeys and constantly review the support/service flow to propose actions focused on retention.

🎯 Requirements

• At least 4 years of experience in Customer Experience, CS Ops or CX Intelligence, preferably in the technology (SaaS) market. • Experience mapping, proposing and structuring customer journeys. • Technical proficiency extracting and analyzing data from BI, analytics tools or CRMs, cross-referencing customer behavioral data across the journey with business metrics. • Technical knowledge of CX and SaaS indicators (NPS, CSAT, CES, Churn Rate, LTV, Retention, Time-to-Value, etc.). • Excellent communication skills to engage, influence and ensure the delivery of projects with other teams (Product, Engineering, Marketing). • Nice to have: • Experience with Intercom, Notion, Figma or Miro. • Experience building processes from scratch, prioritizing high-impact requests and making strategic decisions autonomously. • Knowledge in creating dashboards.

🏖️ Benefits

• Meal/Food Allowance: R$ 1,300 monthly on a flexible card, non-deducted from payroll. • Home Office Allowance: R$ 135 monthly, non-deducted from payroll. • Health Plan: Bradesco (national). • Dental Plan: SulAmérica. • Life Insurance. • Extended parental leave: we participate in the Empresa Cidadã Program and offer leaves that support diverse family formats — including adoption, same-sex couples and single-parent families. • Childcare Assistance: for children up to 5 years old. • Gympass/Wellhub: wellness platform focused on physical activity and holistic health. Provides access to thousands of gyms, studios, live classes and wellness apps for a single monthly fee. • Conexa Saúde: digital health platform with a range of specialties. Team members have access to 2 free psychological consultations and 2 free nutritional consultations per month. • Guapeco: pet health plan with easy enrollment, nationwide coverage and reimbursements up to 100%. • Language school partnerships: discounted programs for English and Spanish with OpenEnglish, Fluentia and Instituto Cervantes, available online and in-person. • Profit Sharing (PLR): if the team meets the annual target, everyone (really!) receives profit sharing. • Relax Week: we do not work on business days between Christmas and New Year’s to rest and enjoy the end of year as each person prefers. • Workstation Allowance: in addition to providing a laptop, to help set up a comfortable home workspace we provide an allowance of R$ 2,400. • Birthday Day Off: in your birthday month you get one full day off to rest and enjoy. • Work at a Great Place to Work©: we are one of the best companies to work for in Latin America and Brazil.