Customer Experience Analyst, CX

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MED-REVIEW

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

📚 Education

🤖 Artificial Intelligence

☁️ SaaS

Education • Artificial Intelligence • SaaS

MED-REVIEW is a Brazilian medical education company that offers preparatory courses and review programs for medical residency and specialty exams (R1, Anesthesiology, Ophthalmology, Orthopedics, Vascular, etc. ). The organization combines close student support, innovative didactics, targeted content and an AI-enabled learning platform and mobile app that personalize study focus using metrics and analytics to optimize preparation.

📋 Description

• Monitor the customer journey, identifying areas for improvement and opportunities to evolve the experience. • Analyze feedback, satisfaction surveys, complaints and customer requests, proposing corrective and preventive actions. • Act as a technical reference for handling and resolving complex customer experience cases. • Ensure the quality and consistency of customer interactions, aligned with MED Review's values and culture. • Identify trends and opportunities to increase satisfaction, engagement and retention. • Support the standardization and optimization of support flows and internal CX processes. • Prepare and analyze strategic metrics and reports related to the customer experience. • Monitor metrics such as NPS, CSAT, CES and other satisfaction and loyalty indicators. • Propose continuous improvements to increase operational efficiency and the quality of the customer journey. • Mentor Mid-level and Junior Analysts, Assistants and Interns on best practices and area processes. • Contribute to the development of support materials, documentation and internal guides.

🎯 Requirements

• Experience in Customer Experience (CX), Customer Success (CS) or related areas. • Experience in digital product companies, online platforms or the education sector. • Experience with satisfaction, engagement and retention metrics. • Experience in data analysis, building KPIs and continuous process improvement. • Bachelor's degree in Business Administration, Communication, Psychology, Marketing or related fields.

🏖️ Benefits

• Health insurance • Dental insurance • Education assistance • Childcare assistance • Food voucher • Meal voucher • Bonus • Total Pass • Educational partnership with FIAP and USP • Partnership with Sesc • Day off • Life insurance