Senior Customer Experience Analyst

Caixa Vida e Previdência

. Plan, execute, and monitor customer experience and satisfaction surveys, with an emphasis on relationship and transactional NPS .

Posted 10/17/2026contractSão Paulo • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience methodologies, including NPS management and customer journey mapping, while effectively analyzing data to provide actionable insights and recommendations. Strong ability to communicate findings and foster collaboration across teams to enhance customer satisfaction and engagement.

Highest-signal resume keywords

Customer Experience ManagementNPS AnalysisCustomer Journey MappingQuantitative And Qualitative ResearchAdvanced Excel And PowerPoint Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceNPS ManagementData AnalysisCustomer Journey MappingResearch MethodologiesVoice Of The CustomerSatisfaction SurveysRoot Cause AnalysisMetrics DevelopmentText Analysis

Soft Skills

Strong Communication SkillsOrganizational SkillsPrioritization SkillsInfluencing SkillsCollaboration Skills

Tools & Technologies

ExcelPowerPointVoice Of The Customer ToolsCustomer Feedback Tools

Industry Keywords

Customer CentricityDesign ThinkingService DesignMarket IntelligenceFinancial ServicesInsuranceRetirement And Pension

About the role

Key responsibilities & impact

Plan, execute, and monitor customer experience and satisfaction surveys, with an emphasis on relationship and transactional NPS
Analyze NPS results and other experience metrics, identifying trends, opportunities, root causes, and the most impacted customer groups
Work with quantitative and qualitative data, including open-ended comments, customer feedback, complaints, and other voice-of-the-customer signals
Prepare executive presentations, reports, dashboards, and materials that translate experience data into clear business recommendations
Conduct analyses by product, channel, journey, customer profile, relationship stage, and reason for contact
Support the definition and monitoring of customer experience metrics and targets
Map current and future-state customer journeys, identifying critical moments, expectations, needs, friction points, and improvement opportunities
Lead journey-mapping workshops and collaborative sessions with business, product, channel, customer service, technology, and operations teams
Structure and monitor the management of customers’ key pain points, ensuring owners, action plans, deadlines, and progress metrics are established
Support close-the-loop initiatives by promoting follow-up on customer feedback and insights gained from customers
Monitor the progress of improvement initiatives and assess their impact on customer experience and business metrics
Develop internal awareness, education, and engagement initiatives focused on customer experience and customer centricity
Create content, presentations, internal campaigns, and support materials to disseminate customer experience best practices
Serve as a technical reference for NPS, voice of the customer, customer journeys, and pain-point management
Coordinate with different teams to turn diagnoses into concrete, sustainable actions
Support the evolution of Customer Experience methodologies, processes, and governance

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Marketing, Communications, Engineering, Statistics, Economics, Design, Psychology, or a related field
Experience in Customer Experience, Voice of the Customer, Research, Market Intelligence, or related areas
Experience conducting NPS, satisfaction, or relationship surveys
Knowledge of quantitative and qualitative research methodologies
Experience analyzing results, identifying root causes, and developing recommendations
Experience with customer journey mapping
Ability to interpret data and transform it into narratives, executive materials, and recommendations for different audiences
Advanced proficiency in Excel and PowerPoint
Strong verbal and written communication skills
Strong organizational and prioritization skills, with the ability to manage and track multiple initiatives
Ability to interact with and influence teams and stakeholders at different organizational levels
Knowledge of complementary metrics, such as CSAT, CES, retention, persistence, cancellations, and complaints
Knowledge of research, NPS management, or Voice of the Customer tools
Experience analyzing text and open-ended comments or categorizing customer feedback
Preferred: experience in insurance, retirement and pension, financial services, or ongoing-relationship products
Preferred: experience with close-the-loop projects
Preferred: knowledge of Design Thinking, Service Design, and Customer Journey Mapping
Preferred: experience facilitating workshops
Preferred: experience developing customer-centric culture initiatives and internal communications
Preferred: advanced English proficiency

Benefits

Comp & perks

Profit-sharing after targets are achieved
Flexible working hours, with start times between 8:00 a.m. and 10:00 a.m. and end times between 5:00 p.m. and 7:00 p.m.
Meal and food allowances
Wellhub Gold+ at no cost
Transportation allowance
Health insurance with no copay and no monthly employee premium for employees and dependents
Dental insurance
Pharmacy assistance, with discounts at thousands of pharmacies through Vidalink
Daycare and nanny assistance
Life insurance
Complimentary domestic and international travel insurance
Pension plan with an employer contribution ranging from 2% to 12%, depending on the employee’s contribution
Maternity kit
Up to 180 days of maternity leave
Paternity leave
Day off