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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer journey mapping, process improvement, and workflow design, with a strong focus on enhancing customer experience and operational efficiency. Proficient in analyzing metrics and supporting continuous improvement initiatives across teams.
Highest-signal resume keywords
Customer Journey MappingProcess ImprovementWorkflow DesignContinuous Improvement PracticesProject Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process MappingData AnalysisRoot Cause AnalysisMetrics MonitoringCost Reduction Strategies
Soft Skills
CommunicationCollaborationProblem-Solving
Tools & Technologies
MiroMicrosoft OfficeProject Management Tools
Industry Keywords
Customer ExperienceCustomer OperationsProcess Management
About the role
Key responsibilities & impact- Map customer journeys and processes, identifying friction points, bottlenecks, rework, and opportunities for simplification;
- Update workflows, procedures, and documentation;
- Analyze metrics, surveys, customer feedback, and contact reasons to identify patterns and opportunities;
- Support root cause analyses and corrective and preventive actions;
- Propose and support improvements that simplify processes, reduce costs, and enhance the customer experience;
- Contribute to automation, digitization, and channel evolution by applying continuous improvement practices;
- Monitor metrics, plans, deadlines, risks, and improvement outcomes;
- Support the planning and monitoring of CX and continuous improvement projects;
- Coordinate across teams, track deliverables, and communicate progress.
Requirements
What you’ll need- Bachelor's degree in Business Administration, Engineering, Process Management, Marketing, or a related field;
- Experience in customer operations and CX;
- Intermediate Microsoft Office skills;
- Knowledge of process mapping and flowcharting tools (Miro), workflow design, and project management tools.
Benefits
Comp & perks- Meal voucher on a Flash card 🍽️
- Food allowance on a Flash card 🛒
- SulAmérica medical and dental insurance 🏥
- TotalPass and Wellhub 💪
- Birthday day off 🎉
- Childcare assistance 👶
- UniSign corporate university 📚
- Life insurance 🔒
- Educational partnership 🎓
- SESC partnership 🏖️
- Better Maternity Program 🤱
- Extended maternity and paternity leave 👪
- Pharmacy card 💊
- Profit-sharing bonus 💼