Customer Experience Analyst

Description

Job Summary: We are seeking a Customer Experience Analyst for Cabify Logistics in Colombia, with a critical mission to understand the customer's voice, analyze data, and optimize interactions. Key Highlights: 1. In-depth CEX data analysis to identify patterns and pain points 2. Proposal and implementation of improvements to optimize customer satisfaction 3. Active collaboration with internal teams to achieve a 360-degree view of the customer Do you want to change the world? That’s exactly what we do at Cabify. We work to make cities better places to live by promoting more sustainable and efficient mobility that connects passengers and drivers with just one tap. Cities may not need private cars someday—but until then… there’s still much to be done. Will you join the journey? **About Your Team** ------------------- We ensure the package and freight delivery service operates flawlessly. Our mission is clear: improve and optimize every delivery, guaranteeing maximum satisfaction for customers, users, and drivers. We have ambitious goals—we aim to sextuple our revenue by 2024\-2026! And to achieve this, our users’ experience is key. **Role Mission** ------------------ Your mission will be crucial to deeply understanding our customers’ voice at Cabify Logistics. You will analyze data and identify opportunities to optimize every interaction, ensuring an exceptional package and freight delivery experience in Colombia. **️ How Will You Help Us Fulfill Our Mission?** -------------------------------------------------- * Conduct in-depth analysis of Customer Experience (CEX) data to identify patterns, trends, and pain points across the logistics service. * Propose and implement concrete improvements to our processes and workflows, aiming to optimize satisfaction for customers, users, and drivers. * Monitor and report on key Customer Experience KPIs, generating actionable insights to drive strategic decision-making. * Actively collaborate with internal teams such as Operations, Product, and Support to ensure a 360-degree view of the customer and flawless execution of initiatives. * Proactively manage and resolve complex or escalated incidents, transforming problems into opportunities to elevate our service quality. **What We’re Looking For** --------------------------- Alignment with our principles: cabify.com/es/sobre\-nosotros * Demonstrable experience in customer experience data analysis or similar roles, preferably in logistics, e\-commerce, or mobility sectors. * Advanced proficiency in data analysis tools (SQL, Excel/Google Sheets), and familiarity with visualization platforms (Power BI, Tableau). * Ability to communicate complex insights clearly and concisely—"telling the story behind the data" to diverse audiences, both technical and non-technical. * Proactive, problem-solving mindset, capable of independently identifying and acting upon improvement opportunities. * Ability to collaborate effectively in a dynamic, fast-growing environment, adapting swiftly to new priorities. * Strong customer orientation and passion for optimizing the customer experience at every touchpoint. **Why Cabify Is Your Best Choice** ------------------------------------- We want you to feel part of this journey from day one. That’s why we offer an environment where your ideas matter and your development is our priority. * Permanent contract with competitive salary * ️ Wellness bonus for medical services or stores * ️ 22 vacation days per year * Recharge Day * Flexible working hours and hybrid model * Monthly credit to use in the Cabify app * ️ Work equipment to fully develop your talent * Hybrid model: combine remote workdays with office presence to connect with your team Cabify is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all individuals, regardless of origin, gender, religion, sexual orientation, age, or ability. Join us!