Customer Experience Analyst – Mid-level

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🕒 4 days ago

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BMG

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

BMG is a company whose activities are not specified in the provided text. With only the name "BMG" given and no additional context, there is insufficient information to determine its products, services, or market. Please provide more details (website, industry, product descriptions, or company summary) to allow accurate categorization.

📋 Description

• Monitor and work alongside customer service units responsible for customer retention (cards and loans), ensuring adherence to defined strategies; • Monitor operational and performance indicators (retention rate, conversion, quality, recontact); • Identify improvement opportunities in the retention journey, addressing root causes of cancellations; • Propose, test, and monitor the effectiveness of retention strategies based on data and customer behavior; • Work collaboratively with partner areas (Product, Commercial, Operations, Quality, Training), ensuring alignment of actions; • Support the development of scripts, approaches, and guidance for service teams, focusing on retention and customer experience; • Conduct periodic performance analyses of the units and present insights and action plans; • Contribute to the continuous improvement of processes and the customer experience across service channels.

🎯 Requirements

• Bachelor's degree (completed); • Experience in customer service operations, preferably in retention; • Knowledge of retention strategies and churn management; • Experience analyzing operational indicators and producing diagnostic reports; • Analytical profile with the ability to translate data into practical action; • Strong communication skills and the ability to coordinate with different teams; • Organized and able to manage multiple priorities simultaneously;

🏖️ Benefits

• Employer-paid health plan (no monthly fee) + Telemedicine; • Employer-paid dental plan (no monthly fee); • Meal and food vouchers; • Life insurance; • Funeral assistance; • Private pension (retirement plan); • Competitive annual variable compensation (bonus); • PPR - Profit Sharing Program (performance-based bonus); • Único Skill (free educational benefit); • Bike parking and locker rooms; • Childcare assistance; • Internet allowance; • Wellness programs; • On-site health clinic; • Support program for expectant mothers; • Extended maternity and paternity leave; • Copay exemption for expectant mothers and babies up to 1 year; • Personalized baby kit; • Dr. BMG – Telepsychology + Telemedicine + Nutritionist + Nurse and Physical Trainer, extended to dependents; • PAP - Financial, legal and psychological counseling program; • Gympass/Wellhub - Discounts on gym memberships; • Pharmacy discounts; • Fresh fruit every day; • Birthday day off; • Flexible dress code; • Hybrid work model.