Customer Experience Analyst, Mid-level

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8 hours ago

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Omie

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SaaS • Fintech • eCommerce

Omie is a cloud-based ERP system designed to simplify business management for small and medium enterprises. It offers comprehensive solutions for financial management, sales control, and inventory management, helping businesses to operate more efficiently and effectively. With features such as automated processes, real-time financial monitoring, and seamless integration, Omie empowers entrepreneurs to unlock their growth potential and streamline their operations.

1001 - 5000 employees

Founded 2013

☁️ SaaS

💳 Fintech

🛍️ eCommerce

📋 Description

• Conduct diagnostics and analyses of customer journeys across different segments and stages (onboarding, activation, retention, and expansion). • Structure discovery and research projects using methodologies such as Design Thinking, Double Diamond, Jobs To Be Done (JTBD), and agile principles. • Conduct qualitative and quantitative research (research and discovery) to identify friction points and opportunities to improve the customer experience. • Create data-driven prototypes and solution hypotheses and validate them through experiments with measurable impact. • Design and test experiments to validate solutions and measure impact on key metrics (retention, activation, engagement, satisfaction). • Collaborate with cross-functional teams (Product, Growth, Support, Finance, etc.) to implement structural improvements across the customer journey. • Analyze and manipulate datasets to identify patterns, build projections and scenarios that guide strategic decisions. • Develop reports and dashboards using tools such as Excel, Google Sheets, Power BI or Coda, turning data into actionable visual storytelling.

🎯 Requirements

• Previous experience in CX, Research, Product, Growth, or insights-related roles. • Experience with qualitative and quantitative research (interviews, surveys, data and behavioral analysis). • Analytical ability to explore data, build projections, and design experiments. • Experience delivering end-to-end projects with multiple concurrent workstreams. • Strong stakeholder management skills, able to negotiate, align and communicate effectively with diverse stakeholders. • Proficiency in Excel/Google Sheets and presentation tools. • Critical thinking, autonomy and the ability to handle both operational and strategic demands. • Knowledge of SQL and BI tools. (preferred) • Basic knowledge of Python for more advanced analyses. (preferred) • Experience with discovery cycles, prioritization frameworks or experimentation methods (A/B testing, test & learn). (preferred) • Academic background or experience in research, marketing, design or UX Research. (preferred)

🏖️ Benefits

• Flexible benefit / meal voucher: R$ 40.00 per working day. • Home office allowance. • Commuter allowance / transportation voucher. • Shuttle service from the station to the office. • Bradesco health insurance. • Amil Dental dental plan. • Pharmacy assistance. • Childcare assistance. • Birthday day off. • Partnerships with online therapy and meditation platforms. • Partnership with SESC – Full Membership (Credencial Plena). • Exclusive discounts at top universities and educational institutions. • Free access to Omie Academy for employees. • Partnership for in-company English courses. • Discount program on insurance. • Swile Shop: exclusive discounts platform. • Dell partnership: coupons of up to R$ 2,000.00. • PPRL (profit-sharing program). • Travel benefits. • Life insurance.