Senior Customer Experience Analyst – Journeys

Job not on LinkedIn

🔥 12 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Seekerh

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2019

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Seekerh is a recruitment and selection consultancy that connects companies with the right professionals through strategic hiring, cultural-fit assessment and rapid, tech-enabled processes. The firm provides tailored recruitment, selection and on-demand talent projects, acting as a strategic partner to support sustainable organizational growth and improved hiring outcomes.

📋 Description

• Lead the evolution of end-to-end customer journeys • Use data, business acumen, and technical expertise to identify problems • Structure solutions and lead initiatives that increase customer satisfaction and operational efficiency for the business • Lead experience improvement projects in partnership with the relevant teams • Serve as a strong link between Business, Product, and Technology

🎯 Requirements

• Map, analyze, and evolve end-to-end customer journeys • Identify friction points and improvement opportunities using experience, customer service, and operational data • Lead experience improvement projects and ensure their implementation with the relevant teams • Act as a bridge between Business, Product, and Technology • Translate journey needs into functional and technical requirements • Create and refine user stories, acceptance criteria, and backlog items • Analyze metrics such as NPS, CSAT, CES, customer contacts, payment declines, delinquency, and account regularization • Conduct root cause analyses and develop strategic recommendations • Orchestrate initiatives involving Technology, Product, Operations, CRM, Customer Service, and partners