Mid-level Continuous Improvement Analyst, CX

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🕒 July 10

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TEM Saúde

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤝 B2B

🧘 Wellness

☁️ SaaS

💰 $1.1M Seed Round - Tem Saúde on 2015-01

B2B • Wellness • SaaS

TEM Saúde is a Brazilian digital health and wellness benefits platform that connects people and partner organizations to a broad network of medical, dental and pharmacy discounts via a mobile app. It offers telemedicine (24/7 general practice and pediatric care plus specialists), medication discounts and subsidy plans, targeted care programs (women, senior, chronic and oncology support), mental health, nutrition and preventive care, and AI-driven digital assistance; the product is sold primarily to businesses and partners as a benefits or loyalty offering rather than as an insurance plan.

📋 Description

• Support the Customer Experience (CX) strategy • Ensure correct execution and monitoring of implemented customer experience journeys • Translate strategic directions into routines, analyses and operational reports • Collaborate with Product, Technology, Operations and Customer Service to identify opportunities to evolve the customer’s digital experience • Management and analysis of Voice of the Customer (VOC) • Monitor Voice of the Customer reports (NPS, CSAT, CES), SAC, Reclame Aqui and other channels to collect inputs for tracking possible improvements • Translate customer pain points into operational improvement opportunities • Conduct root cause analyses • Support generation of actionable insights for partner teams • Monitoring of metrics • Monitor operational and experience metrics • Prepare analyses and diagnostics • Recommend corrective and preventive actions • Identify significant variations and flag risks or opportunities to leadership • Support customer journey improvement projects • Analyze processes and flows that impact the customer journey • Monitor implementation of improvements and their impact on the experience

🎯 Requirements

• Bachelor’s degree in Marketing, Business Administration, Process Management, Technology, Engineering or related fields • Preferred: Customer Experience (CX) courses • Process mapping • Ability to analyze data and generate actionable insights • Root cause analysis • Process flow design • Knowledge of continuous improvement tools (methodologies, techniques and frameworks) • Monitoring action plans across multiple teams • Advanced PowerPoint and Excel • Intermediate knowledge of Power BI or other BI tools • Knowledge of CX metrics (NPS, CSAT, CES, satisfaction and usage surveys) • Plus: Six Sigma Yellow or Green Belt • May have experience in Product, Continuous Improvement or Quality, provided CX concepts were applied

🏖️ Benefits

• Health and dental plan • Multi VR card with a fixed balance of BRL 840.00 • Life insurance • Day off • Tem Saúde digital app • Wellhub