CX Analyst

Description

Job Summary: We are seeking a CX Analyst to design and maintain journey blueprints, analyze Voice of the Customer, identify friction points, and collaborate with multidisciplinary teams. Key Highlights: 1. Design and maintain end-to-end journey blueprints using CX tools. 2. Analyze Voice of the Customer (VoC) to generate actionable insights. 3. Collaborate with multidisciplinary squads to implement CX initiatives. **Join Stefanini!** At Stefanini, we are more than 30\.000 brilliant minds, connected from 40 countries, doing what they love and co\-creating a better future.? We are looking for a CX Analyst for an important technology project. **Responsibilities and Duties** * Design and maintain end\-to\-end journey blueprints using Customer Experience (CX) tools. * Analyze Voice of the Customer (VoC) and operational data to generate actionable insights. * Identify friction points and improvement opportunities, proposing solutions aligned with CX Forces (Hygiene, Added Value, and Differentiation). * Collaborate with multidisciplinary squads to implement initiatives that impact customer experience. * Define success metrics, hypotheses, and KPIs to measure the impact of initiatives and pilots. * Monitor ongoing journey management, ensuring their continuous update and optimization. * Prioritize initiatives according to business objectives such as growth, retention, NPS, digitalization, and reduction of complaints. **Requirements and Qualifications** **Job Requirements** * Experience in analyzing, designing, and optimizing customer experience across the customer journey. * Knowledge of Customer Experience (CX) methodologies, tools, and best practices. * Ability to analyze information, identify improvement opportunities, and translate insights into high-impact business initiatives. * Experience collaborating with multidisciplinary teams, including Marketing, Product, Sales, Technology, and Customer Support. * Communication skills to present analyses, conclusions, and recommendations to various organizational levels. **Additional qualifications valued** * Experience applying artificial intelligence for sentiment analysis and interpretation of customer feedback. * Knowledge of experimentation methodologies, hypothesis design, A/B testing, and results measurement. * Experience participating in digital transformation initiatives and in designing or improving omnichannel experiences. **Additional Information** Stefanini Benefits Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow—together. Here, every action matters, and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we are exactly what you’re looking for. Come and let’s build a better future—together!