Experience Analyst – Mid-level, Back Office

Job not on LinkedIn

🔥 1 minute ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

iFood

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛍️ eCommerce

eCommerce • Food Delivery • Technology

iFood is a leading food delivery platform based in Brazil, connecting customers with a wide array of restaurants and food options. The company leverages cutting-edge technology and artificial intelligence to improve customer experience, streamline operations, and enhance delivery logistics. iFood fosters a diverse and inclusive work environment, focusing on sustainability and the positive impact of its services on the community.

📋 Description

• Monitor and analyze operational metrics (productivity, SLA, backlog, aging, capacity, and quality); • Track experience and efficiency indicators such as CSAT, productivity, service level, quality, and callbacks/reopens; identify performance deviations and conduct root-cause analysis; • Generate actionable insights for continuous operational improvement; • Perform process analysis to identify efficiency gains; propose and implement improvements focused on reducing handle time, lowering operational costs, and increasing partner satisfaction; leverage AI and automations as levers for efficiency and operational scale; • Lead and follow up on action plans with operations; structure and conduct performance rituals (regular performance meetings); • Develop analyses and executive-level materials to support leadership.

🎯 Requirements

• Problem Solving: structured problem identification and definition of effective solutions; • Project Management: end-to-end delivery of improvement initiatives; • Leadership without direct reports: influence and drive stakeholder agendas; • Customer (Partner) Focus: decisions oriented to partner experience and satisfaction; • Delivery Focus: commitment to deadlines, quality, and results; • Data-Driven: decision-making based on data and evidence; • Collaboration: integrated work with operations and partner teams; • Communication: clear and objective information delivery; • Strategic Thinking: business-impact awareness; • Advanced Excel/Google Sheets; • Experience with data visualization tools (ThoughtSpot, Looker, or similar); • Experience handling and analyzing large volumes of data; • Desired: SQL; familiarity with AI applied to automation and operational efficiency.

🏖️ Benefits

• We do not discriminate against candidates based on disability, gender, sexual orientation, race/ethnicity, age, origin, family composition, or appearance.