CX Analyst

Description

Job Summary: We are seeking a professional to analyze and transform evidence into structured diagnostics, contributing the customer perspective to strategic and operational decisions. Key Highlights: 1. Collect, analyze, and transform evidence into structured diagnostics. 2. Map pains, breakpoints, and opportunities of the AS-IS experience. 3. Propose experience and interaction quality metrics. **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.? **Responsibilities and Authorities** * Responsible for collecting, analyzing, and transforming available evidence into a structured diagnosis of the current experience. Contributes the customer and user perspective to strategic, functional, and operational channel decisions. * Ensures recommendations are based not only on internal demands or technological possibilities, but also on observable needs, behaviors, pains, and expectations. * Review existing documentation, research, metrics, and evidence. * Support the inventory and characterization of current WhatsApp channels. * Map stakeholders, segments, actors, and usage contexts. * Plan and conduct interviews, discovery sessions, and validations. * Establish the baseline of the current experience. * Map AS\-IS journeys by prioritized segment or domain. * Identify pains, breakpoints, frictions, needs, and opportunities. * Analyze root causes, impacts, and recurrence of key issues. * Organize qualitative and quantitative evidence to support prioritization. * Define hypotheses and questions to be validated during the project. * Participate in defining conversational experience principles. * Collaborate in building TO\-BE journeys. * Design and execute flow validation with representative users. * Consolidate findings, recommendations, and adjustments following validations. * Define the experience measurement and value capture framework. * Propose metrics such as CSAT, CES, resolution rate, abandonment rate, recurrence rate, and handoff quality. * Support definition of KPIs and OKRs related to experience and adoption. * Ensure experience insights are incorporated into the backlog and roadmap. **Requirements and Qualifications** **Deliverables Under Your Responsibility** * Discovery and validation plan. * Stakeholder and segment map. * AS\-IS experience diagnosis. * AS\-IS journeys. * Pains, breakpoints, and opportunities map. * Evidence and hypothesis matrix. * Conversational experience principles. * User validation plan and report. * Recommendations derived from validations. * Experience metrics framework. * Baseline and tracking metrics. 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’re what you’re looking for. Come and let’s build a better future—together!