Customer Experience Analyst – Mid-level

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🕒 May 22

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Unna

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2024

📚 Education

🤝 B2B

Education • B2B

Unna is a professional education and training organization (presented in the text under the Conquer/Wiser Educação branding) that offers undergraduate and postgraduate programs, MBAs, corporate training and online courses. Its offerings focus on leadership, management, project and agile methodologies, data analysis and business intelligence, artificial intelligence for leaders, marketing and digital strategy, sales and negotiation, soft skills and technical upskilling. Unna serves individual professionals and enterprise clients, provides specialized corporate training (Conquer for companies, Conquer English, Conquer Plus), and emphasizes practical, market-oriented learning with large student reach and corporate partnerships.

📋 Description

• Map the student journey and develop strategies to ensure a positive and memorable experience at every stage of the relationship with the product. • Create communication cadences tailored to each stage of the student journey, with strong command of copywriting and storytelling techniques. • Communicate with students via WhatsApp and email. • Monitor metrics such as satisfaction, class attendance, and repurchase, using tools like satisfaction surveys, NPS (Net Promoter Score), and data analysis. • Proactively seek solutions to prevent student dissatisfaction and ensure their satisfaction. • Propose and implement solutions to optimize the customer journey and increase LTV (lifetime value), including improvements to products, services, support, and communications. • Drive student delight by planning and executing initiatives in collaboration with other departments across the company. • Conduct research, analyze data, and engage with students to understand their expectations and needs. • Act as a bridge between students and internal teams such as Product, Marketing, and Sales, collecting feedback and recommending improvements.

🎯 Requirements

• Previous experience in customer service, customer experience, and/or customer success; • Practical knowledge of copywriting and storytelling techniques; • Hands-on experience with InfoBip, SendFlow, and ActiveCampaign; • Experience in the education sector is a plus.

🏖️ Benefits

• Meal or food allowance • Health insurance (with co-payment and dependent coverage) • Dental plan • Life insurance • Day off during your birthday month • Gympass • Telemedicine • Pharmacy benefits (ECX card) • Sesc benefits (partnership)