Senior Product Analyst

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🕒 May 4

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Azul Linhas Aéreas Brasileiras

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2008

Somos mais de 15 mil Tripulantes apaixonados em servir, cuidar dos Clientes e conectar pessoas proporcionando experiências únicas. Fundada em dezembro de 2008, somos a maior companhia aérea do Brasil em número de voos e cidades atendidas, com mais de 150 destinos nacionais e internacionais. Em 2020, a Azul conquistou o prêmio de melhor companhia aérea do mundo pelo TripAdvisor Travelers' Choice, sendo a única empresa brasileira a receber este reconhecimento. Somos uma empresa de Pessoas e para Pessoas.

📋 Description

• Take a strategic view across all Azul traveler journeys, mapping potential opportunities, moments of delight, benefits or improvements for High-Value customers. • Map and design end-to-end Customer journeys for Azul Fidelidade (Azul’s loyalty program), considering all channels and interaction moments: digital (website and app), contact center, airports, communications, etc. • Conduct analyses of friction points and opportunities at each stage of the journey, proposing solutions and prioritization based on impact to the Customer experience. • Create and maintain up-to-date documentation of journeys, flows, touchpoints and functional requirements related to the experience. • Collaborate with internal teams (Product, CX, Contact Center, Airport Operations and Technology) to ensure the implementation of improvements and new experiences. • Support the definition and evolution of experience metrics (NPS), identifying correlations and business insights. • Responsible for disseminating the Customer Experience vision within Azul Fidelidade, acting as a point of reference for squads and projects. • Participate in discovery rituals and hypothesis validation with Customers, including qualitative and quantitative research. • Monitor market trends in loyalty programs and best practices, identifying opportunities for innovation.

🎯 Requirements

• Bachelor’s degree. • Experience in Customer Experience (CX), Customer Journey, Process Mapping or related areas. • Proficiency with journey mapping and process design tools (Miro, Figma, Visio, etc.). • Strong analytical skills, with the ability to translate data, research and insights into recommendations. • Collaborative profile with frequent cross-functional work. • Intermediate or advanced English. • Experience or knowledge of loyalty programs or aviation is a plus. • UX knowledge for analyzing the user experience on digital channels is a plus. • Experience conducting or participating in customer research and/or focus groups is a plus.

🏖️ Benefits

• Anjo Azul — Our program supporting Crew members, providing psychosocial, legal and financial assistance. • Cegonha Azul — Program that supports pregnant employees and new mothers through the baby’s first year. Available to Crew members and dependents. • Zenklub — Online therapy to support your mental health. • SEST SENAT — Free courses, community centers, dental care, physiotherapy, nutritionists and psychologists. • Concierge — All our wellbeing benefits conveniently at your fingertips. • Pharmacy discounts. • Papos para o Futuro — Sessions with your leadership focused on future conversations. • Individual development plan. • Training through our Corporate University — Uniazul. • Education incentives for undergraduate, graduate and language courses through partnerships with various institutions. • Azul Volunteer Program.