Customer Intelligence Analyst, Voice of the Customer Focus, Experience Data

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🕒 May 20

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Unimed

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

👥 B2C

Healthcare Insurance • B2C

Unimed is a Brazil-based cooperative healthcare system that operates hospitals, clinics and a large network of medical providers while offering health insurance plans and related services to individuals and organizations. It provides doctor and facility directories, hospital services, plan management (billing, plan searches), occupational health services, health education and sustainability and governance resources across regional Unimed cooperatives.

📋 Description

• Operate the VOC cycle by executing and supporting survey design, data collection, administration of the Customer Voice platform, and maintenance of CX dashboards to ensure continuity, consistency, and evolution of the cooperative's listening program; • Consolidate and analyze perception indicators (NPS, CSAT, customer feedback, complaints), conducting correlation studies with business metrics and identifying drivers of satisfaction, detractors, and recurrence patterns to convert perception data into analytical inputs for decision-making; • Perform root-cause and behavioral trend analyses, prioritizing opportunities based on impact and effort criteria to direct improvement initiatives where they will have the greatest experience impact; • Automate data collection processes and support the development of Power BI dashboards for monitoring and governance of CX indicators to ensure continuous, reliable visibility of the experience for the area and leadership; • Build reports and executive materials that translate data into clear narratives, humanizing the customer/patient voice to sensitize and mobilize teams and leadership toward customer-driven action; • Feed the CX improvement backlog with structured recommendations, connecting identified pain points to ongoing initiatives to ensure the generated intelligence translates into real experience improvements; • Integrate multiple feedback sources (channels, service, operations), ensuring consistent and representative datasets so that analyses reflect the customer journey in its entirety; • Support analyses that correlate indicators demonstrating the impact of customer pain points on business outcomes to strengthen the case for investment in continuous experience improvement; • Work in partnership with Operations, Customer Relations, Process, Marketing, and Product teams, providing inputs, data, and insights to ensure product and operational decisions are anchored in the voice of the customer; • Support the preparation of materials for experience forums and executive committees led by area leadership to ensure the customer voice is present in strategic decision-making spaces; • Contribute to spreading a customer-centric culture within the cooperative to increase engagement from partner areas with CX initiatives.

🎯 Requirements

• Required education: Bachelor's degree in Administration, Communications, Statistics, Psychology, Marketing, Data Science, or related fields. • Experience with VOC, experience research, or customer intelligence (experience in healthcare, complex services, or financial sectors is a plus); • Proficiency in quantitative and qualitative research methodologies, with the ability to manage the process from design to delivery; • Strong analytical skills with the ability to turn data into clear narratives and actionable recommendations; • Investigative profile, methodologically rigorous, and delivery-oriented; • Preferred: Experience with survey platforms (Dynamics, Qualtrics, SurveyMonkey, or similar). • Preferred: Knowledge of data collection automation. • Advantage: Experience in supplemental healthcare is a plus.

🏖️ Benefits

• Position also open to candidates with disabilities (People with Disabilities - PwD)